Strategic CSM for Enterprise Accounts & Growth

Appfolio; San Francisco (CA); On-site; USD 114,000 - 143,000; Full time

Job summary

AppFolio, a leader in real estate tech, seeks a Strategic Customer Success Manager to own success across a portfolio of large accounts. You will serve as a trusted advisor, aligning business goals with AppFolio RPM capabilities and coordinating with TAMs to deliver tailored solutions.

You will lead renewal strategies, drive platform adoption, and identify expansion opportunities, engaging senior stakeholders to maximize ROI and ensure customer outcomes.

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

• Protect and grow long‑term revenue by positioning AppFolio as a strategic partner and showing continuous, measurable platform ROI.
• Spot churn signals early through health‑score monitoring, then run data‑driven plans to protect at‑risk revenue.
• Forecast renewals and analyze past churn to sharpen your account‑health strategy.
• Educate customers on underused features and best practices that fit their business model.
• Use platform usage data to find gaps and deliver targeted training to key stakeholders.
• Map platform capabilities to customer workflows so they get full value against their goals.
• Identify and qualify expansion opportunities, including add‑on products and service‑tier upgrades.
• Pass insights and qualified leads from your customer relationships to Sales and Growth teams.
• Map white space within existing accounts to uncover new revenue potential.
• Build strong relationships with senior decision‑makers (VPs, Directors, Owners) across portfolio.
• Translate customer business goals into technology‑driven strategies on the AppFolio platform.
• Create and own Joint Success Plans that tie AppFolio adoption to goals like increasing NOI or reducing operational overhead.
• Lead Business Reviews (QBRs/EBRs) focused on ROI and progress toward goals.
• Support executive‑alignment efforts on your most strategic accounts with senior CSMs and leadership.
• Partner with TAMs to design and implement solutions for specific client challenges.
• Advocate for customers by relaying product feedback to the right teams and helping shape roadmap priorities.
• Work with your account pod (GAEs, TAMs, Product Managers) to coordinate delivery and value.
• Stay current on industry trends and the AppFolio platform.

Skills

Customer success leadership

Account management

Relationship management

Strategic collaboration

Education

Bachelor's degree

Tools

Vitally

Salesforce

Google Suite

Job description

AppFolio, a leader in real estate tech, seeks a Strategic Customer Success Manager to own success across a portfolio of large accounts. You will serve as a trusted advisor, aligning business goals with AppFolio RPM capabilities and coordinating with TAMs to deliver tailored solutions.

You will lead renewal strategies, drive platform adoption, and identify expansion opportunities, engaging senior stakeholders to maximize ROI and ensure customer outcomes.