Enterprise Strategic CSM — ROI, Renewal & Growth

Appfolio; San Diego (CA); Hybrid; USD 114,000 - 143,000; Full time

Job summary

AppFolio is seeking a Strategic Customer Success Manager to own the success of a portfolio of our largest accounts within the Revenue Organization. You will be the trusted advisor to executives and operators, translating business goals into technology-driven strategies on the RPM platform.

You will partner with TAMs and cross-functional teams to drive retention, expansion, and platform adoption, leading quarterly reviews and delivering measurable ROI across strategic accounts.

Qualifications

• 6-8 years in customer success, account management, sales, or related role in Enterprise SaaS.
• Proven ability to manage, grow, and retain strategic accounts with senior stakeholders.
• Ability to work collaboratively and independently in a fast-paced environment.
• Proficiency with CS platforms (e.g., Vitally), Salesforce, and Google Suite.
• Willingness to travel about 35% for onsite client visits and industry events.

Responsibilities

• Own the success of a portfolio of largest accounts and act as trusted advisor to executives.
• Build relationships across owners, VPs, and day-to-day teams to drive ROI on AppFolio RPM.
• Lead renewal planning, lifecycle management, and expansion opportunities.
• Collaborate with TAMs and cross-functional teams to design customer-centric solutions.
• Lead Business Reviews focusing on ROI, value realization, and progress toward goals.

Skills

Leadership

Influence

Analytical rigor

Organization

Communication

Customer focus

Education

Bachelor's degree

Tools

Vitally

Salesforce

Google Suite

Job description

AppFolio is seeking a Strategic Customer Success Manager to own the success of a portfolio of our largest accounts within the Revenue Organization. You will be the trusted advisor to executives and operators, translating business goals into technology-driven strategies on the RPM platform.

You will partner with TAMs and cross-functional teams to drive retention, expansion, and platform adoption, leading quarterly reviews and delivering measurable ROI across strategic accounts.