Revenue Operations Manager

AppFolio; Atlanta (GA); On-site; USD 114,000 - 143,000; Full time

Job summary

Join a leading company as a Revenue Operations Manager, focusing on optimizing customer success processes and driving strategic initiatives. This role requires strong analytical skills and the ability to collaborate across teams to enhance customer experience and operational efficiency.

Benefits

Coaching and mentorship

Flexible hybrid work environment

Qualifications

• 5+ years experience in Customer Success or Sales Operations in SaaS.
• Strong understanding of SaaS business models.

Responsibilities

• Support the development and execution of Customer Success strategy.
• Analyze data to identify trends and opportunities for improvement.
• Collaborate with Product, Sales, and Marketing for customer alignment.

Skills

Strategic Thinking

Analytical Skills

Communication

Tools

Salesforce

Gong

Tableau

Job description

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Description

What we’re looking for

At AppFolio, we paddle as one. We ride and make waves together, with a relentless focus on building great products for the way our customers work and live today – and tomorrow. AppFolio is a destination organization where careers are made and accelerated. Here, innovation is a team sport.

Join us to lead and support optimizing our customer success processes, systems, and tools with a focus on streamlining internal workflows and data. We are looking for someone who is a strategic thinker matched with the ability to execute. This person should be excited to dive into analyses, modeling, and process improvement with the ability to communicate across levels and audiences to get things done.

Your impact:

• Operational Strategy and Execution: Support the development, execution, and tracking of Customer Success & Growth’s (CS&G) strategy, ensuring alignment across the customer journey. Act as a thought partner and trusted advisor to CS&G senior leadership.
• Performance Monitoring and Reporting: Partner with leadership to establish and operationalize customer success key performance indicators (KPIs) (e.g., retention, NRR/GRR, CSQLs) and create and manage reporting to track the performance of CS&G teams at all levels (i.e., Exec, Director, Manager, Agent). Analyze data to identify trends, opportunities for improvement, and areas of risk.
• Segmentation & Capacity Management: Design, build, and manage a model that guides resource allocation by segment. Partner with Rev Ops & CS&G Leadership to define segment-specific coverage models and highest-impact activities across the customer lifecycle, meeting customer demand and linking to revenue outcomes.
• Workflow Optimization: Identify areas for process improvement, automation, and standardization to enhance efficiency and improve customer outcomes (e.g., Playbook development for cross-sell/up-sell and expansion).
• Data, Process & Tooling: Design and maintain core processes, e.g., attainment reporting, churn forecasting, forecast vs. actuals, and At Risk Account Reviews. Partner with Rev Tech and BizSystems to streamline daily team operations while providing leadership with comprehensive insights — leveraging tools such as Salesforce, Gong, Vitally, Tableau, and Zapier.
• Cross-Functional Collaboration: Collaborate closely with other GTM Organizations and Services functions, including Product, Sales, and Marketing, to ensure alignment on customer needs and to drive a consistent and positive customer experience.

Competencies:

• Strategic Thinking & Visionary: Able to see and communicate the big picture in an inspiring way; determines opportunities and risks through comprehensive analysis of current and future trends.
• Organization and Planning: Plans, organizes, and schedules in an efficient, productive manner; focuses on key priorities and driving results.
• Proactivity: Acts without being told what to do. Brings new ideas to the organization.
• Analytical Skills: Able to structure and process qualitative or quantitative data and draw insightful conclusions from it.
• Attention to Detail: Does not let important details slip through the cracks or derail a project.
• Communication: Speaks and writes clearly and articulately; maintains this standard in all forms of communication — writing, speaking, and presentations.

Qualifications

• 5+ years experience in Customer Success or Sales Operations teams in SaaS industries
• Strong understanding of SaaS business models and customer lifecycle management
• Experience with CRM systems (e.g., Salesforce, HubSpot), helpdesk software (e.g., Zendesk, Intercom), and customer success platforms (e.g., Gainsight, Vitally) required
• Familiarity with various CS models including Strategic, Dedicated, and Digital/Scaled
• Excellent analytical and problem-solving skills with the ability to interpret data and drive data-informed decisions

Compensation & Benefits

The base salary that we reasonably expect to pay for this role is $114,400 - $143,000. The actual base salary/hourly wage will be determined by factors such as skills, education, and experience. This range does not include additional benefits or bonuses/commissions. Regular full-time employees are eligible for benefits.

About AppFolio

AppFolio is the technology leader powering the future of the real estate industry. Our platform enables customers to connect communities, increase operational efficiency, and grow their business. Visit appfolio.com for more information.

Why AppFolio

Grow: We enable a culture of high performance, with opportunities for growth and rewards.
Learn: We invest in your development through coaching and mentorship.
Impact: We aim to make managing communities effortless and innovative.
Connect: We foster a flexible, connected hybrid work environment.
Paddle as One. Learn more at appfolio.com/company/careers

Statement of Equal Opportunity: We value diversity and are an Equal Opportunity Employer. No matter your background, you’re welcome at AppFolio.

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Management and Manufacturing
• Industries: Software Development