Customer Success Manager

AppFolio is a technology leader in the real estate industry, seeking a Customer Success Manager to enhance customer satisfaction and drive outcomes for long-term success. The role involves managing a portfolio of valued clients, providing strategic recommendations, and collaborating with various internal teams to support customer needs.

Responsibilities:

• 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 products and services to drive revenue and increase 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
• Develop customer success plans and manage projects and strategies for assigned accounts
• Escalate customer concerns across internal allied teams to ensure timely resolution, 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

Requirements:

• Customer Focus - Thinks about and inserts the customer at all levels of decision-making
• Exceptional organizational, analytical, and problem-solving skills
• Project Management - Ability to influence and manage external and internal projects to drive product adoption
• 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 in deeply understanding 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
• Bachelor's degree or equivalent in work experience
• At least 3 years of experience in Customer Success and/or Account Management is required
• AppFolio Property Manager product expert
• Experience with the Salesforce CRM suite
• Experience with Customer Success Platforms (CSP), Vitally preferred
• Experience in residential property management