Customer Success Manager

AppFolio•Dallas, TX

10h

About The Position

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 Customer Success Manager will possess strong account management skills, 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.

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.
Must have Bachelor’s degree or equivalent in work experience.
At least 3 years of experience in Customer Success and/or Account Management is required.

Nice To Haves

AppFolio Property Manager product expert.
Experience with the Salesforce CRM suite.
Experience with Customer Success Platforms (CSP), Vitally preferred.
Experience in residential property management.

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.