appfollow - Customer Success Manager
Requirements
• 3–5+ years of experience as a Customer Success Manager. • Fluent in English and Russian; any additional language is a plus. • Proven track record with enterprise-level customers. • Excellent communication and interpersonal skills, including C-suite engagement. • Highly organized, proactive, and able to manage a large account portfolio. • Strong product knowledge; able to translate technical features into business value. • Experience leading customer advisory boards or product feedback sessions. • Customer-focused, empathetic, and detail-oriented. • Confident communicator, written and verbal. • Able to prioritize, multitask, and collaborate cross-functionally. • Problem-solver with a passion for building long-term relationships.
Responsibilities
• Manage a portfolio of Enterprise customers, ensuring high retention and growth. • Understand customers’ business needs, goals, and KPIs to drive measurable value. • Lead onboarding sessions and act as a trusted advisor for long-term success. • Analyze key metrics, NPS surveys, and account health to anticipate risks and opportunities. • Collaborate cross-functionally to secure renewals and drive expansion. • Work with Product and Engineering teams to ensure AppFollow is effectively configured. • Highlight customer successes by collaborating with Marketing on case studies. • Increased feature adoption across accounts. • Improved customer health scores. • Higher NRR through reduced churn and expansion. • Proactive risk identification and resolution.
Benefits
• Work in a growing, global SaaS company focused on customer success. • Collaborate with a diverse, remote-first team. • Make a direct impact on retention and satisfaction. • Own strategic programs that scale success across thousands of customers. • Participate in our employee stock option program—everyone has a stake in our success. • If you’re passionate about helping customers succeed and thrive in a fast-paced, global environment, we’d love to hear from you! • Customer Success Manager - Enterprise • Location: Remote (Europe) • Department: Customer Success • Reports to: Head of Customer Success
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