Enterprise Strategic CSM: Real Estate Tech

Appfolio; Santa Barbara (CA); Hybrid; USD 114,000 - 143,000; Full time

Job summary

AppFolio, a real estate tech pioneer, is seeking a Strategic Customer Success Manager to own the success of a top portfolio within the Revenue Organization in the Santa Barbara area. You will be the trusted advisor to executives and operations teams, driving measurable ROI on the AppFolio RPM platform and coordinating with TAMs and Product to design tailored solutions.

You will lead initiatives across retention, adoption, and expansion, building Joint Success Plans, conducting QBRs/EBRs, and

Qualifications

• 6-8 years in customer success, account management, sales, or related role in Enterprise SaaS or property management.
• Proven record of managing, growing, and retaining strategic accounts and influencing senior stakeholders.
• Ability to work collaboratively and independently in a fast-paced environment.
• Proficiency with CS platforms (Vitally), CRM (Salesforce), and Google Suite.
• Willingness to travel ~35% for onsite client visits and industry events.
• Bachelor's degree.

Responsibilities

• Protect and grow long-term revenue by positioning AppFolio as strategic partner with measurable ROI.
• Spot churn signals and run data-driven plans to protect at-risk revenue.
• Forecast renewals and analyze churn to sharpen account-health strategy.
• Educate customers on underused features and best practices for their model.
• Use platform data to identify gaps and deliver targeted training to stakeholders.
• Map platform capabilities to customer workflows for full value.
• Identify expansion opportunities and pass qualified leads to Sales/Growth teams.
• Build relationships with senior decision-makers and translate goals into tech-driven strategies.
• Lead Joint Success Plans and Business Reviews focused on ROI and progress toward goals.
• Collaborate with TAMs and Product to design client solutions and shape roadmap priorities.

Skills

Leadership

Influence

Analytical rigor

Organization

Creative problem solving

Communication

Customer focus

Education

Bachelor's degree

Tools

Vitally

Salesforce

Google Suite

Job description

AppFolio, a real estate tech pioneer, is seeking a Strategic Customer Success Manager to own the success of a top portfolio within the Revenue Organization in the Santa Barbara area. You will be the trusted advisor to executives and operations teams, driving measurable ROI on the AppFolio RPM platform and coordinating with TAMs and Product to design tailored solutions.

You will lead initiatives across retention, adoption, and expansion, building Joint Success Plans, conducting QBRs/EBRs, and