Strategic CSM — Enterprise SaaS, 35% Travel

Appfolio; Atlanta (GA); Hybrid; USD 114,000 - 143,000; Full time

Job summary

AppFolio seeks a Strategic Customer Success Manager to own success across a portfolio of large accounts within the Revenue Organization. You will be the trusted advisor to operators, aligning AppFolio RPM capabilities with customer goals and measurable ROI.

You will partner with TAMs and cross-functional teams to design solutions, drive renewals, and map expansion opportunities while traveling up to ~35% for onsite client visits and industry events.

Qualifications

• 6-8 years in customer success, account management, sales, or a related role, preferably in Enterprise SaaS or the property management industry
• 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
• Bachelor's degree

Responsibilities

• Retain and mitigate risk by positioning AppFolio as a strategic partner and driving measurable ROI
• Educate customers on features and best practices to fit their business model
• Identify and qualify expansion opportunities and pass leads to Sales and Growth teams
• Build relationships with senior decision-makers across portfolios and translate business goals into technology-driven strategies
• Lead business reviews focused on ROI and progress toward goals
• Collaborate cross-functionally with TAMs, Product, and Sales to deliver value to customers

Skills

Leadership

Influence

Analytical rigor

Organization

Creative problem solving

Communication

Customer focus

Education

Bachelor's degree

Tools

Vitally

Salesforce

Google Suite

Job description

AppFolio seeks a Strategic Customer Success Manager to own success across a portfolio of large accounts within the Revenue Organization. You will be the trusted advisor to operators, aligning AppFolio RPM capabilities with customer goals and measurable ROI.

You will partner with TAMs and cross-functional teams to design solutions, drive renewals, and map expansion opportunities while traveling up to ~35% for onsite client visits and industry events.