Strategic Customer Success Manager

AppFolio • Santa Barbara, CA

20h • Hybrid

About The Position

As a Strategic Customer Success Manager (SCSM) in AppFolio's Revenue Organization, you'll own the success of a portfolio of our largest, most valuable accounts. You'll be the trusted advisor to sophisticated operators. You'll build relationships at every level, from owners and VPs to day-to-day teams. You'll use your industry knowledge to help customers get measurable results from the AppFolio Real Estate Performance Management (RPM) platform. You'll bring the right resources in at the right moment in the customer journey so customers reach their evolving business goals. You'll partner closely with a Technical Account Manager (TAM) and the rest of your account pod to design solutions around each customer's challenges.

Requirements

• 6-8 years in customer success, account management, sales, or a related role, preferably in Enterprise SaaS or the property management industry
• Proven record of managing, growing, and retaining strategic, relationship-driven accounts and influencing senior stakeholders
• Ability to work both collaboratively and independently in a fast-paced, dynamic environment
• Proficiency with Customer Success platforms (e.g., Vitally), CRM (Salesforce), and Google Suite
• Proficiency with Claude
• Bachelor's degree

Nice To Haves

• Willingness to travel about 35% for onsite client visits and industry events such as NAA

Responsibilities

• Protect and grow long-term revenue by positioning AppFolio as a strategic partner and showing continuous, measurable platform ROI.
• Spot churn signals early through health-score monitoring, then run data-driven plans to protect at-risk revenue.
• Forecast renewals and analyze past churn to sharpen your account-health strategy.
• Educate customers on underused features and best practices that fit their business model.
• Use platform usage data to find gaps and deliver targeted training to key stakeholders.
• Map platform capabilities to customer workflows so they get full value against their goals.
• Identify and qualify expansion opportunities, including add-on products and service-tier upgrades.
• Pass insights and qualified leads from your customer relationships to Sales and Growth teams.
• Map white space within existing accounts to uncover new revenue potential.
• Build strong relationships with senior decision-makers (VPs, Directors, Owners) across your portfolio.
• Translate customer business goals into technology-driven strategies on the AppFolio platform.
• Create and own Joint Success Plans that tie AppFolio adoption to goals like increasing NOI or reducing operational overhead.
• Lead Business Reviews (QBRs/EBRs) focused on ROI, value realized, and progress toward goals.
• Support executive-alignment efforts on your most strategic accounts with senior CSMs and leadership.
• Recommend subscription tiers (Core, Plus, Max) that match each customer's unit-growth path.
• Manage renewal timing and lifecycle milestones across your portfolio.
• Find and nurture reference customers for testimonials and case studies, working with Marketing and Sales.
• Partner with TAMs to design and implement solutions for specific client challenges.
• Advocate for customers by relaying product feedback to the right teams and helping shape roadmap priorities.
• Work with your account pod (GAEs, TAMs, Product Managers) to coordinate delivery and value.
• Stay current on industry trends and the AppFolio platform, and add to the team's knowledge base.

Benefits

• Base salary that we reasonably expect to pay for this role is: $114,400 to $143,000 [base pay].
• 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/commissions that you may be eligible for based on your role and/or employment type.
• Regular full-time employees are eligible for benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Senior