Revenue Operations Manager - Customer Success

AppFolio is a technology leader powering the future of the real estate industry through innovative platforms and trusted partnerships. The Revenue Operations Manager - Customer Success will own adoption and value realization across customer segments by aligning cross-functional teams, optimizing systems and workflows, and using AI, automation, and data to drive customer value, retention, and expansion.

Responsibilities:

• Cross-Functional Alignment & Customer Strategy: Partner with Marketing, Revenue, and Product to align on customer needs, streamline internal workflows, and deliver a seamless end-to-end customer experience that drives revenue
• Portfolio Adoption & Telemetry: Partner with Data Science & Analytics, and RevOps partners to integrate property-level usage telemetry into CRM and Services systems, building automated alerts for dipping adoption thresholds or opportunities and establishing objective, AI-driven health scoring models
• Data, Process & Tooling Optimization: Deploy AI agents in CS platforms (e.g., Gainsight, Vitally, ChurnZero) to automate QBR prep, account summaries, and health check-ins while optimizing tech stack processes across our architecture
• Segmentation, Capacity & Renewal Workflows: Build segment-specific automated playbooks and manage coverage and capacity models to optimize resource allocation across the adoption and renewal lifecycle
• Performance Monitoring & Churn Mitigation: Partner with Services Leadership to track key Services KPIs (NRR/GRR, retention, CSQLs) and deploy predictive churn models using sentiment analysis and usage data to automatically flag at-risk accounts for intervention
• Signal Automation & Playbook Development: Define adoption and expansion triggers to automate account team workflows, and auto-generate property-tailored ROI reports for QBRs to drive portfolio expansion

Requirements:

• 7+ years of experience in Revenue Operations, Customer Success Operations, or Business Operations within SaaS industries (PropTech or hardware/software experience highly preferred)
• Strong understanding of SaaS business models, customer lifecycle management, and CS coverage models (Strategic, Dedicated, Digital/Scaled)
• Deep hands-on experience with CRM architecture (Salesforce, HubSpot) and Customer Success platforms (Gainsight, Vitally, ChurnZero)
• Data fluency and comfort querying/interpreting product analytics (Amplitude, Mixpanel, SQL, Tableau, or Snowflake) to drive data-informed decisions
• Demonstrated experience setting up automated workflows, AI transcription/sentiment tools (e.g., Gong, Zapier), and automated customer journeys
• Familiarity with property management workflows, PMS integrations (Yardi, RealPage, Entrata), or multi-family/commercial real estate operational structures is a major bonus