Description
Hi, We’re AppFolio
We’re innovators, changemakers, and collaborators. We’re more than just a software company – we’re pioneers in cloud and AI who deliver magical experiences that make our customers’ lives easier. We’re revolutionizing how people do business in the real estate industry, and we want your ideas, enthusiasm, and passion to help us keep innovating.
The Senior Customer Success Manager (Sr. CSM) will ensure our top clients achieve their business objectives and derive maximum value from our platform. Establishing yourself as a trusted advisor, you will leverage deep industry knowledge and strong relationships to drive customer adoption, retention, and growth. 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
- Foster Strong Customer Relationships and Drive Strategic Outcomes
- Build and maintain layered relationships with key stakeholders and decision-makers within your assigned portfolio of top accounts, understanding their business goals and ensuring our solutions meet their needs.
- Collaborate with clients to develop and execute success plans, outlining key milestones and success metrics to ensure they achieve their objectives.
- Conduct regular business reviews with clients, ensuring alignment and highlighting the value delivered, reinforcing long-term partnerships.
- Serve as the primary point of contact, managing escalations and ensuring timely resolution of issues, fostering trust and loyalty.
- Track customer health and engagement metrics, identifying potential risks and implementing mitigation strategies for proactive management.
- Identify opportunities for account expansion and work with growth teams to drive upsell, cross-sell, and expanded use, contributing to increased customer value and revenue growth.
- Identify, recruit, and nurture reference customers to advocate for our products and services, collaborating with Marketing and Sales teams to activate them in testimonials, case studies, and other activities.
- Attend Industry conferences nationwide acting as an AppFolio Ambassador and share learnings back with your peers on industry trends, product influences, and customer impact.
- Ensure customers are fully informed and educated about our evolving suite of products and services, enhancing their ability to utilize them effectively.
- Advocate for customer needs and priorities, influencing product roadmaps and feature enhancements to ensure their requirements are met.
Qualifications
- Leadership: Strong business acumen and ability to establish credibility as industry expert and trusted advisor with executives and decision makers; ability to lead and interact effectively with cross-functional teams.
- Influence & Charisma: Has the ability to influence, persuade and negotiate at all levels to achieve win-win situations; Able to relate to the needs of a wide range of individuals and build consensus.
- Analytical: Proven experience in using data to make informed decisions and create buy-in and consensus; Ability to analyze a situation, define key objectives, and recommend action plans.
- Organization: Excellent project management, interpersonal and organizational skills.
- Creative Problem Solver: Able to draw connections between the client’s needs and AppFolio’s ability to solve for them; Creative thinker with an entrepreneurial spirit and strong implementation ability; Proactive learner and critical thinker who enjoys being in a fast-paced environment.
- Communication: Excellent written, verbal, and interpersonal communication skills. Great storyteller and a natural presenter: stellar public speaking and presenting skills.
- Customer-Focused: Must possess a client-focused attitude with a drive to consistently exceed expectations.
Must have
- Minimum of 6-8 years of experience in customer success, account management, sales or related roles, preferably within SaaS and/or the Property Management industry.
- Proven track record of managing, growing, and retaining strategic customer relationships.
- Ability to work collaboratively and independently in a fast-paced, dynamic environment.
- Ability to travel: 25% of the time.
- Proficiency with Customer Success Platforms, CRM, and Google Suite.
Compensation & Benefits
The base salary that we reasonably expect to pay for this role is $89,000 - $115,000. The actual base salary 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 that you may be eligible for based on your role and/or employment type.
Regular full-time employees are eligible for benefits - see here.
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.
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