Manager, Customer Success

Description

Hi, We're AppFolio.

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.

We're looking for a Customer Success leader who leads from the front.

In this role, you'll build and inspire a high-performing team of Customer Success Managers - driving the kind of deep, strategic partnerships that help our customers achieve real business outcomes. You'll coach your team to become trusted advisors, guiding key stakeholders through change, accelerating product adoption, and turning satisfaction into long-term growth.

You bring a rare blend of service excellence, commercial instincts, and genuine people leadership. You know how to develop talent, elevate performance, and set a standard that raises the bar for every customer interaction. Most importantly, you care - about your team, about your customers, and about delivering an experience that earns loyalty at every touchpoint.

If you thrive at the intersection of relationships, results, and leadership, this is your role.

Your impact

Lead a High-Performing Team

• Own and drive the metrics that matter - Retention, CSQLs, References, and customer engagement - holding yourself and your team to a high standard of performance.

• Deliver 100% account and unit retention by building the habits, playbooks, and coaching culture that make renewal a natural outcome, not a last-minute push.

Drive Growth

• Hit and exceed quarterly CSQL targets across Smart Ensure, Lisa, Smart Maintenance, and tier upgrades - turning customer success conversations into a qualified pipeline.

• Build and generate a pipeline for Customer Growth programs spanning Receivables, Payables, Leasing, and Maintenance coaching.

• Cultivate a strong bench of Reference Customers who actively champion your product.

Elevate the Customer Experience

• Partner with CSM leadership to continuously evolve the service model for your team's managed accounts - raising the bar on what great looks like.

• Develop and maintain playbooks that help your team guide customers toward their business goals, driving deeper product adoption and measurable value.

Collaborate Across the Business

• Build strong partnerships with Sales, Services, and Customer Experience leadership to align on shared practices, close gaps, and deliver a seamless, consistent customer journey.

Shape the Future of Customer Success

• Define and evolve customer success programs that consistently demonstrate product value and drive meaningful outcomes for your most strategic accounts.

• Lead quarterly Service Excellence initiatives with direct, measurable impact on OKR achievement - contributing to the business, not just managing within it.

• Continuously iterate on our Dedicated CSM tiered offering, ensuring it scales and innovates alongside our customers and our business.

• Partner with Product Management to influence the roadmap, ensuring feature development reflects the real needs of your customer segment.

Build and Inspire a World-Class Team

• Recruit, develop, and retain top talent - creating a team culture where people are challenged, supported, and motivated to do their best work.

• Coach your team through complex client situations and escalations, modeling the judgment and composure that defines great customer leadership.

• Be the resident expert on account management and proactive adoption best practices - and make sure that expertise lives throughout your team.

• Identify and implement at least one meaningful process improvement per quarter, tracking outcomes and turning efficiency gains into lasting team habits.

• Foster an environment where every CSM feels the weight and reward of meaningful work - high engagement isn't a metric here, it's a standard.

Qualifications

• BA/BS degree or equivalent work experience.

• 3 or more years of experience leading Customer Success, Account Management, and/or Sales teams.

• Demonstrated ability to develop team members and coach to improve performance.

• Experience with the Vitally Customer Success Platform.

• Experience working within the software/SaaS and/or the real estate industry is preferred.

• Has a customer-first mindset at all levels of the decision-making process.

• Clear and concise written and verbal communication skills.

Location

Find out more about our locations by visiting our site.

Compensation & Benefits

The compensation that we reasonably expect to pay for this role is: $104,000 - $130,000 [base pay]. The actual compensation for this role will be determined by a variety of factors, including but not limited to the candidate's skills, education, experience, and internal equity.

Please note that compensation is just one aspect of a comprehensive Total Rewards package. The compensation range listed here does not include additional benefits or any discretionary bonuses you may be eligible for based on your role and/or employment type.

Regular full-time employees are eligible for benefits - see here.

#LI-MM1

About AppFolio

AppFolio is the technology leader powering the future of the real estate industry. Our innovative platform and trusted partnership enable our customers to connect communities, increase operational efficiency, and grow their business. For more information about AppFolio, visit appfolio.com.

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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