Customer Success Manager

Job Description

Hi, We’re AppFolio.

We’re innovators, changemakers, and collaborators. We’re more than just a software company — we’re a cloud-based powerhouse that creates products to make our customers’ lives easier. We’re revolutionizing the way people do business, and we want your ideas, your enthusiasm, and your passion to help us keep on innovating.

We love where we work, and you can, too.

To find out more about what AppFolio has to offer, check out appfolioinc.com/careers.

Who Are We Looking For?

The ideal candidate will possess strong account management skills, will 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, driven 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.

What You'll Do:

• 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 needs to provide focused guidance and follow-up.
• Provide clear value to your clients by keeping them educated, engaged and adopting our evolving core and Value+ products and services, resulting in continued revenue generation and overall satisfaction.
• Own all risk management and mitigation to ensure retention of your customer portfolio, including annual and transactional NPS.
• Schedule, deliver and follow-up on custom Executive Business Reviews for assigned accounts, remotely or onsite.
• Partner with Customer Care to ensure timely resolution and high customer satisfaction for all support requests.
• Partner with Growth teams to drive opportunities for expansion units and higher Value+ attachment.
• Represent Customer Success team at customer-facing events.

What We're Looking for:

• Customer Focus - Thinks about and inserts the customer at all levels of decision making
• Intelligence - Able to digest high level detail quickly, think quickly on one’s feet. Strong organizational, analytical and problem solving skills
• Proactive - Acts without being told, creates opportunities
• Goal Orientation - Can make short term decisions with long term goals in mind
• Flexibility - Agile enough to adapt to changing client conditions and needs as well as project responsibilities
• 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 to deeply understand 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
• Experience with Salesforce CRM suite
• Bachelor’s degree and a minimum of 5 years of Customer Success and/or Account Management experience required

Our Story

AppFolio (NASDAQ: APPF) was founded in 2006 with the mission to revolutionize vertical industry businesses by providing great software and service. Our easy-to-use, cloud-based software helps our customers more effectively market, manage, and grow their businesses. Today our software solutions exist in two verticals including the real estate (AppFolio Property Manager, AppFolio Property Manager PLUS, and AppFolio Investment Manager) and legal (MyCase) industries.

To find out more about what AppFolio has to offer, check out appfolioinc.com/careers.