Customer Success Manager

$73,000 - $101,000/Yr

Appfolio - San Diego, CA

Full-time - Mid Level

San Diego, CA

Professional, Scientific, and Technical Services

About the position

At AppFolio, we are innovators and changemakers, dedicated to revolutionizing the real estate industry through our cloud and AI solutions. As a Customer Success Manager, you will play a pivotal role in ensuring our customers achieve their business goals while maximizing their satisfaction with our products and services. This position is not just about managing accounts; it’s about becoming a trusted advisor to our clients, understanding their unique needs, and driving outcomes that lead to long-term success. You will be responsible for a portfolio of our most valued clients, where your primary focus will be on retention, feature adoption, annual revenue growth, and overall customer satisfaction. In this role, you will analyze your accounts' business goals and provide strategic recommendations tailored to their specific needs. You will keep clients educated and engaged with our evolving core and Value+ products, ensuring they derive maximum value from our offerings. Your ability to forecast risks and implement mitigation strategies will be crucial in retaining your customer portfolio, and you will be expected to conduct Executive Business Reviews to discuss progress and action plans with your clients. Collaboration is key in this position, as you will work closely with various internal teams, including Onboarding, Sales, Support, Product, and Marketing, to escalate customer concerns and ensure timely resolutions. You will also represent the Customer Success team at customer-facing events, showcasing our commitment to client satisfaction and partnership. Your proactive approach, strong communication skills, and ability to adapt to changing client needs will be essential in driving success for both our customers and AppFolio.

Responsibilities

• Manage a portfolio of valued clients and become their trusted advisor.
• Analyze accounts' business goals to provide focused guidance and strategic recommendations.
• Educate and engage clients to ensure adoption of core and Value+ products and services.
• Own and forecast on all portfolio risk and mitigation measures to ensure customer retention.
• Schedule and execute action plans based on custom Executive Business Reviews for assigned accounts.
• Escalate customer concerns across internal teams to ensure timely resolution and high satisfaction.
• Partner with Growth teams to drive opportunities for expansion and upgrades.
• Represent the Customer Success team at customer-facing events.

Requirements

• Bachelor's degree required.
• Minimum of 5 years of customer success and/or account management experience.
• Strong account management skills with a focus on customer satisfaction.
• Excellent communication skills, both oral and written.
• Proficient in organizational, analytical, and problem-solving skills.
• Ability to manage multiple projects with minimal supervision.
• Expertise in AppFolio Property Manager Plus product.

Nice-to-haves

• Experience with Salesforce CRM suite.
• Experience with CSP platforms.

Benefits

• Competitive salary range of $73,000 - $101,000 based on experience and skills.
• Comprehensive benefits package for regular full-time employees.