Customer Success Manager

AppFollow is a global leader in app management solutions, providing an all-in-one platform for monitoring, analyzing, and optimizing app performance. The company helps businesses boost app visibility, increase user engagement, and achieve sustainable growth. With a remote-first team (60 people) across Serbia, Georgia, Finland, Brazil, and beyond, AppFollow cultivates a collaborative work environment.

We are looking for an experienced Customer Success Manager to join our team and drive retention and growth among our Enterprise customers (in the US and Latam). This role requires a proactive, strategic mindset, strong relationship-building skills, and the ability to guide customers toward achieving their business goals with AppFollow.

📍Responsibilities:

1. Own and manage a portfolio of Enterprise customers, ensuring high retention and growth.

2. Develop a deep understanding of customers’ business needs, goals, and KPIs to drive measurable value.

3. Lead onboarding sessions and become a trusted advisor for long-term success.

4. Analyze key Customer Success metrics, NPS surveys, and account health to anticipate risks and opportunities.

5. Collaborate cross-functionally to secure renewals and drive expansion.

6. Work closely with the Product and Engineering teams to ensure AppFollow is effectively configured for customers.

7. Share best practices and insights to help customers maximize value from AppFollow.

8. Highlight customer successes by collaborating with the Marketing team on case studies.

📍Requirements:

- 3+ years of experience in Customer Success, Account Management, or a similar role, managing Enterprise customers.

- Fluent English (spoken and written) is required. Portuguese and Spanish are a plus.

- Ability to work effectively in a US time zone.

- Strong communication and problem-solving skills, with a customer-first mindset.

- Experience in SaaS or a tech-driven environment is preferred.

- Proactive, self-motivated, and comfortable working remotely. A solid understanding of the digital landscape and mobile industry is a plus.

📍Benefits:

1. Options: N stock options paid according to the employee stock option plan. Vesting period: 4 years with 1 year cliff.

2. Vacation: 25 working days of paid holiday annually.

3. Health Insurance: Worldwide coverage after the probation period.

4. Sick Leave: Up to 30 days per year, fully paid.

5. Work Schedule: Monday through Friday, 8 working hours per day, plus a 1-hour lunch break. Regular working hours aligned with European time zones. Fully remote.

6. One-time payment of €250 after probation for home office equipment (desks, chairs, monitors, etc.).

7. Monthly remote work bonus of €50.

This is an exciting opportunity for a proactive CSM to grow with a leading company in app management.