Strategic Enterprise CSM - ROI, Growth & Renewal

Appfolio; Richardson (TX); Hybrid; USD 114,000 - 143,000; Full time

Job summary

AppFolio seeks a Strategic Customer Success Manager to own a portfolio of the company’s largest, most valuable accounts and act as a trusted advisor to executives. You will align platform capabilities with customer goals, drive measurable ROI, and partner with TAMs to design tailored solutions that maximize renewal value.

You will lead business reviews, identify expansion opportunities, and coordinate with Sales and Growth teams to map white space.

Qualifications

• Leads cross-functional teams and influences senior stakeholders.
• Proven track record managing enterprise SaaS relationships.
• Experience with customer success platforms and CRM tools.
• Strong analytical and communication skills.
• Bachelor’s degree required.

Responsibilities

• Protect and grow long-term revenue by positioning AppFolio as a strategic partner with measurable ROI.
• Educate customers on features and best practices to optimize adoption.
• Identify expansion opportunities and hand off qualified leads to Sales/Growth.
• Build relationships with senior decision-makers and execute Joint Success Plans.
• Lead business reviews focused on ROI, value, and progress toward goals.
• Collaborate with TAMs and Product teams to address client challenges.

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 a portfolio of the company’s largest, most valuable accounts and act as a trusted advisor to executives. You will align platform capabilities with customer goals, drive measurable ROI, and partner with TAMs to design tailored solutions that maximize renewal value.

You will lead business reviews, identify expansion opportunities, and coordinate with Sales and Growth teams to map white space.