Manager, Customer Success Jobs

Hi, We’re AppFolio.

We’re innovators, changemakers, and collaborators. We’re more than just a software company - we’re a cloud-based powerhouse that creates products to make our customers’ lives easier. We’re revolutionizing the way people do business, and we want your ideas, your enthusiasm, and your passion to help us keep on innovating.

We love where we work, and you can, too.

To find out more about what AppFolio has to offer, check out appfolioinc.com/careers.

We are looking for: Manager, Customer Success

The ideal candidate will possess strong service, sales, and leadership skills to inspire, develop, and lead a team of Customer Success Managers (CSMs). The CSM team’s ultimate goal is to help accounts achieve business goals via a deep services partnership while nurturing relationships with key stakeholders and decision-makers, driving change management and product adoption, and ensuring satisfaction, revenue growth, and renewal. We’re looking for a passionate and motivating leader to drive top performance of the team, coach on customer success best practices, and elevate our most valued customers’ overall service experience.

What You’ll Do:

• Own, measure, and drive key performance metrics, ensuring top performance of your team, including Retention, CSQLs, References, and customer engagement.

• Partner internally with leaders of Sales, Services, and Customer Experience to evolve our shared practices and streamline the customer experience.
• Support the team by identifying and creating playbooks to drive customers’ business goals that result in increased product adoption and value.
• Achieve and/or exceed quarterly target for Customer Success Qualified Leads across Smart Ensure, Lisa, Smart Maintenance and tier upgrades.
• Attain Reference Customers.
• Partner with CSM leadership to evolve the service experience for your team’s managed accounts.
• Achieve 100% account & unit retention.
• Generate pipeline for our Customer Growth Receivables, Payables, Leasing and Maintenance coaching programs.

• Maintain high employee engagement.
• Successfully build, grow, and retain your team to meet annual goals.
• Define, drive, and grow our customer success programs that aim to regularly demonstrate product value and drive customer outcomes for our most valued customers.
• Create an environment of meaningful work for each CSM.
• Recruit, coach, develop, and inspire a best in class Customer Success team.
• Be an expert on and coach team members through best practices in successful account management and proactive adoption.
• Enhance our Dedicated CSM tiered offering to continue to innovate and iterate as our business grows alongside our customers.
• Collaborate with our Product Management allied teams to drive feature development that aligns with our customer segment needs.
• Identify opportunities to create efficiencies among CSM processes and implement at least one enhancement per quarter, including tracking of results.
• Manage team through resolution of client issues and handle any customer escalations.
• Proactively contribute to our Service Excellence by leading quarterly initiatives that directly impact our OKR achievement.

Skills and Requirements:

• Experience working in software/SaaS/real estate preferred.
• Excellent time management, organization, and attention to detail.
• Experience with Salesforce CRM Suite preferred.
• Thinks about and inserts the customer at all levels of decision making.
• BA/BS degree or equivalent work experience.
• Ability to develop team members; coaches to improve performance and create promotability.
• Has a customer first mindset at all levels of the decision making process.
• Excellent communication skills; clear and concise written and verbal communication with the ability to have crucial conversations.
• 3-5+ years leading Customer Success, Account Management, and/or Sales teams.

Compensation & Benefits

The salary wage that we reasonably expect to pay for this role is: $94,000.00 - 141,000.00.

The actual base salary/hourly wage for this role will be determined by a variety of factors, including but not limited to: the candidate’s skills, education, experience, etc.

Please note that base pay is one important aspect of a compelling Total Rewards package. The base pay range indicated here does not include any additional benefits or bonuses/commissions that you may be eligible for based on your role and/or employment type.
Regular full-time employees are eligible for benefits including but not limited to:

• 401(k)
• Long-term and short-term disability insurance
• Wellness benefits
• Paid Time Off (PTO)
• Medical, dental, and vision benefits

Interns / full-time temporary / eligible variable hour employees are eligible for benefits including but not limited to:

• 401(k)
• Medical
• Wellness benefits

Why AppFolio

We ride and make waves together, with a relentless focus on building great products for the way our customers work and live today — and tomorrow. AppFolio is a destination organization where careers are made and accelerated. Here, innovation is a team sport.

Our Story

AppFolio (NASDAQ: APPF) was founded in 2006 with the mission to revolutionize vertical industry businesses by providing great software and service. Our easy-to-use, cloud-based software helps our customers more effectively market, manage, and grow their businesses. Our software solutions exist in the real estate vertical, including AppFolio Property Manager and AppFolio Investment Management.

To find out more about what AppFolio has to offer, check out appfolioinc.com/careers.

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