Enterprise CSM: Real Estate SaaS Growth Architect

AppFolio Inc; San Diego (CA); On-site; USD 114,000 - 143,000; Full time

Job summary

AppFolio Inc. is seeking a Strategic Customer Success Manager to own the success of a portfolio of large, valuable accounts within the Revenue Organization.

You’ll be the trusted advisor, building relationships from owners to VPs and crafting technology-driven strategies on the AppFolio RPM platform. You’ll collaborate with a TAM and your pod to design solutions, drive retention, adoption, and expansion, and lead quarterly business reviews focused on ROI and value realization.

Qualifications

• 6-8 years in customer success, account management, sales, or a related role.
• Proficiency with Customer Success platforms (e.g., Vitally), CRM (Salesforce), and Google Suite.
• Willingness to travel ~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 ROI.
• 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.
• Identify and qualify expansion opportunities, including add-on products and service-tier upgrades.
• Lead Business Reviews (QBRs/EBRs) focused on ROI, value realized, and progress toward goals.

Skills

Customer success platforms

Salesforce CRM

Google Suite

Claude

Travel willingness

Education

Bachelor's degree

Job description

AppFolio Inc. is seeking a Strategic Customer Success Manager to own the success of a portfolio of large, valuable accounts within the Revenue Organization.

You’ll be the trusted advisor, building relationships from owners to VPs and crafting technology-driven strategies on the AppFolio RPM platform. You’ll collaborate with a TAM and your pod to design solutions, drive retention, adoption, and expansion, and lead quarterly business reviews focused on ROI and value realization.