Strategic Enterprise CSM — Remote

AppFolio; United States; Hybrid; USD 114,000 - 143,000; Full time

Job summary

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

Collaborate with TAMs and cross‑functional teams to drive retention, adoption, and expansion; lead QBRs, influence product roadmaps, and ensure measurable ROI for customers. Travel up to 35% for onsite client visits.

Qualifications

• 6-8 years in customer success, account management, sales, or a related role in Enterprise SaaS.
• 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.

Responsibilities

• Protect and grow long-term revenue by presenting ROI and strategic partnership.
• Educate customers on underused features and best practices; train key stakeholders.
• Identify expansion opportunities and pass qualified leads to Sales and Growth teams.
• Build strong relationships with senior decision-makers across portfolios.
• Manage renewals and lifecycle milestones; optimize subscription tiers.
• Collaborate with TAMs, product, and Sales to deliver value.

Skills

Leadership

Influence

Analytical rigor

Organization

Creative problem solving

Communication

Customer focus

Tools

Vitally

Salesforce

Google Workspace

Job description

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

Collaborate with TAMs and cross‑functional teams to drive retention, adoption, and expansion; lead QBRs, influence product roadmaps, and ensure measurable ROI for customers. Travel up to 35% for onsite client visits.