Enterprise Growth CSM — Real Estate SaaS

Appfolio; Washington (District of Columbia); Hybrid; USD 114,000 - 143,000; Full time

Job summary

AppFolio, a leader in real estate technology, seeks a Strategic Customer Success Manager to own a portfolio of major accounts. You will act as trusted advisor, align AppFolio RPM with client goals, and coordinate with TAMs to deliver tailored solutions.

You will drive retention, adoption, and expansion, building executive relationships and leading Joint Success Plans to connect adoption with NOI improvements, efficiency gains, and measurable ROI.

Qualifications

• 6–8 years in customer success or related roles, enterprise SaaS preferred.
• Proven ability to manage strategic accounts and influence senior stakeholders.
• Ability to work collaboratively and independently in a fast-paced environment.
• Proficiency with CS platforms (e.g., Vitally), CRM (Salesforce), and Google Suite.
• Willingness to travel ~35% for onsite visits and industry events.

Responsibilities

• Retain and grow revenue by positioning AppFolio as a strategic partner and demonstrating ROI.
• Forecast renewals and analyze churn to refine account-health strategy.
• Educate customers on features and best practices to maximize value.
• Map platform capabilities to customer workflows to deliver full value.
• Identify and qualify expansion opportunities and pass leads to Sales/Growth teams.
• Lead Business Reviews (QBRs/EBRs) focused on ROI and progress toward goals.

Skills

Leadership

Influence

Analytical

Organization

Communication

Customer focus

Education

Bachelor's degree

Tools

Vitally

Salesforce

Google Suite

Job description

AppFolio, a leader in real estate technology, seeks a Strategic Customer Success Manager to own a portfolio of major accounts. You will act as trusted advisor, align AppFolio RPM with client goals, and coordinate with TAMs to deliver tailored solutions.

You will drive retention, adoption, and expansion, building executive relationships and leading Joint Success Plans to connect adoption with NOI improvements, efficiency gains, and measurable ROI.