Customer Success Manager

Description

AppFolio is more than a company. We’re a community of dreamers, big thinkers, problem solvers, active listeners, and multipliers. At every opportunity, we set the pace while delivering innovation built to carry real estate into the future. One in which every experience feels effortless, yet meaningful. Where customers are empowered to take on any opportunity. We show up as one team, connected by our values to be a force for good. Because together, we have the power to create extraordinary outcomes for our customers, our communities, and ourselves.

The ideal candidate will possess strong account management skills, will keep the customer and business goals at the forefront of all decision making and drive outcomes to ensure long-term customer success. Key measurables are retention, feature adoption, annual revenue and customer satisfaction. This position plays a critical role in developing and maintaining high customer satisfaction and requires a tactful, high-performing professional who is comfortable working with all levels of customer sophistication while also collaborating cross-functionally with the AppFolio Onboarding, Sales, Support, Product and Marketing teams as needed.

Your impact

• Manage a portfolio of our most valued clients: become their trusted advisor, understand their business goals and proactively drive outcomes to ensure long-term customer success.

• Analyze accounts’ business goals to provide focused guidance and strategic recommendations.

• Provide clear value to your clients by keeping them educated, engaged and adopting our evolving core and Value+ products and services, resulting in continued revenue generation and overall satisfaction.

• Own and forecast on all portfolio risk and mitigation measures to ensure retention of your customer portfolio, including annual NPS.

• Schedule, deliver and execute action plans based on custom Executive Business Reviews for assigned accounts, remotely or onsite.

• Escalate customer concerns across internal allied teams to ensure timely resolution and high customer satisfaction and partnership.

• Partner with Growth teams to drive opportunities for expansion units, platform upgrades, and higher Value+ attachment.

• Represent the Customer Success team at customer-facing events.

Qualifications

• Customer Focus - Thinks about and inserts the customer at all levels of decision making.

• Intelligence - Able to digest high level detail quickly, think quickly on one’s feet.

• Strong organizational, analytical and problem solving skills.

• Proactive - Acts without being told, creates opportunities.

• Goal Orientation - Can make short term decisions with long term goals in mind.

• Flexibility - Agile enough to adapt to changing client conditions and needs as well as project responsibilities.

• Enthusiasm - Finds joy and excitement in helping clients reach their goals and excels at efficiently mastering new product features.

• Communication - Clearly articulates and instructs in a professional manner. Excellent oral, written and presentation communication skills.

• Curiosity - A keen interest to deeply understand core efficiencies and obstacles facing the client.

• Personable - An affable disposition that welcomes customer-facing discussion.

• Outstanding interpersonal skills - Ability to create and maintain strong positive relationships with AppFolio customers.

• Adaptability - Ability to adapt and work efficiently in a rapidly changing dynamic team environment. Must possess the ability to manage multiple simultaneous projects with minimal supervision.

Must have

• Bachelor’s degree and a minimum of 5 years of Customer Success and/or Account Management experience required.

• AppFolio Property Manager (Plus/Max) product expert.

Nice to have

• Experience with Salesforce CRM suite.

• Experience with Customer Success Platforms (CSP), Vitally preferred.

Location

Find out more about our locations by visiting our site .

Compensation & Benefits

The compensation that we reasonably expect to pay for this role is: $77,600.00 - $97,000.00. The actual compensation for this role will be determined by a variety of factors, including but not limited to the candidate’s skills, education, experience, and internal equity.

Please note that compensation is just one aspect of a comprehensive Total Rewards package. The compensation range listed here does not include additional benefits or any discretionary bonuses you may be eligible for based on your role and/or employment type. Regular full-time employees are eligible for benefits - see here .

About AppFolio

AppFolio is the technology leader powering the future of the real estate industry. Our innovative platform and trusted partnership enable our customers to connect communities, increase operational efficiency, and grow their business. For more information about AppFolio, visit appfolio.com.

Why AppFolio

Grow | We enable a culture of high performance, where delivering results is recognized by opportunities for growth and compelling total rewards. Our challenging and meaningful work drive the growth of our business, and ourselves.

Learn | We partner with you to realize your potential by investing in you from the start. We're cultivating a team of big thinkers through coaching and mentorship with our best-in-class leaders, and giving you the time and tools to develop your skills.

Impact | We are creating a world where living in, investing in, managing, and supporting communities feels magical and effortless, freeing people to thrive. We do this by innovating with purpose while cultivating a culture of impact. We learn as much from each other as we do our customers and our communities.

Connect | We excel at hybrid work by fostering an environment that feels flexible, personal and connected, no matter where we are. We create space to fuel innovation and collaboration, and we come together to celebrate, connect, and succeed.

Paddle as One.

Learn more at appfolio.com/company/careers

Statement of Equal Opportunity

At AppFolio, we value diversity in backgrounds and perspectives and depend on it to drive our innovative culture. That’s why we’re a proud Equal Opportunity Employer, and we believe that our products, our teams, and our business are stronger because of it. This means that no matter what race, color, religion, sex, sexual orientation, gender identification, national origin, age, marital status, ancestry, physical or mental disability, or veteran status, you’re always welcome at AppFolio.