Senior Enterprise CSM — Real Estate SaaS, Remote

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

Job summary

AppFolio is seeking a Strategic Customer Success Manager (SCSM) to own the success of a portfolio of our largest accounts. You will build trusted advisor relationships with executives and day-to-day teams, driving measurable ROI from the AppFolio RPM platform and aligning resources with the customer journey.

You will lead retention, adoption, and expansion efforts, coordinating with TAMs and other teams to design solutions, create Joint Success Plans, and guide executive reviews to demonstrate

Qualifications

• 6-8 years in customer success, account management, sales, or related role, preferably in Enterprise SaaS or property management.
• Proven record of managing, growing, and retaining strategic, relationship-driven accounts and influencing senior stakeholders.
• Ability to work both collaboratively and independently in a fast-paced, dynamic environment.
• Proficiency with Customer Success platforms (e.g., Vitally), CRM (Salesforce), and Google Suite.
• Proficiency with Claude; Willingness to travel about 35% for onsite client visits and industry events such as NAA.

Responsibilities

• Retain and grow long-term revenue by positioning AppFolio as a strategic partner and showing continuous, measurable platform ROI.
• Identify and qualify expansion opportunities, including add-on products and service-tier upgrades.
• Lead Business Reviews focused on ROI, value realized, and progress toward goals.
• Partner with TAMs to design and implement solutions for client challenges.
• Relay product feedback to relevant teams and help shape roadmap priorities.
• Coordinate with your account pod to deliver value and stay current on AppFolio platform trends.

Skills

Leadership

Influence

Analytical thinking

Organization

Creative problem solving

Communication

Customer focus

Job description

AppFolio is seeking a Strategic Customer Success Manager (SCSM) to own the success of a portfolio of our largest accounts. You will build trusted advisor relationships with executives and day-to-day teams, driving measurable ROI from the AppFolio RPM platform and aligning resources with the customer journey.

You will lead retention, adoption, and expansion efforts, coordinating with TAMs and other teams to design solutions, create Joint Success Plans, and guide executive reviews to demonstrate