Strategic Customer Success Manager

• Build and maintain strategic relationships with key stakeholders and decision-makers within your assigned portfolio of top accounts, understanding their business goals and ensuring our solutions meet their needs.
• Collaborate with clients to develop and execute success plans, outlining key milestones and success metrics to ensure they achieve their objectives.
• Conduct regular business reviews with clients, ensuring alignment and highlighting the value delivered, reinforcing long-term partnerships.
• Serve as the primary point of contact, managing escalations and ensuring timely resolution of issues, fostering trust and loyalty.
• Track customer health and engagement metrics, identifying potential risks and implementing mitigation strategies for proactive management.
• Identify opportunities for account expansion and work with growth teams to drive upsell, cross-sell, and expanded use, contributing to increased customer value and revenue growth.
• Identify, recruit, and nurture reference customers to advocate for our products and services, collaborating with Marketing and Sales teams to activate them in testimonials, case studies, and other activities.

• Partner closely with the Strategic Customer Solutions Expert to design and implement customized solutions, addressing specific client challenges and objectives.
• Ensure customers are fully informed and educated about our evolving suite of products and services, enhancing their ability to utilize them effectively.

• Advocate for customer needs and priorities, influencing product roadmaps and feature enhancements to ensure their requirements are met.

• Leadership: Strong business acumen and ability to establish credibility as industry expert and trusted advisor with executives and decision makers; ability to lead and interact effectively with cross-functional teams.
• Influence & Charisma: Has the ability to influence, persuade and negotiate at all levels to achieve win-win situations; Able to relate to the needs of a wide range of individuals and build consensus.
• Analytical: Proven experience in using data to make informed decisions and create buy-in and consensus; Ability to analyze a situation, define key objectives, and recommend action plans.
• Organization: Excellent project management, interpersonal and organizational skills.
• Creative Problem Solver: Able to draw connections between the client’s needs and Appfolio’s ability to solve for them; Creative thinker with an entrepreneurial spirit and strong implementation ability; Proactive learner and critical thinker who enjoys being in a fast-paced environment.
• Communication: Excellent written, verbal and interpersonal communication skills. Great story teller; A natural presenter: stellar public speaking and presenting skills.
• Customer-Focused: Must possess a client-focused attitude with a drive to consistently exceed expectations.

• Minimum of 6-8 years of experience in customer success, account management, sales or related roles, preferably within SaaS and/or the Property Management industry
• Proven track record of managing, growing and retaining strategic customer relationships
• Ability to work collaboratively and independently in a fast-paced, dynamic environment
• Ability to travel ~25% of the time
• Proficiency with Customer Success Platforms, CRM and Google Suite

Compensation & Benefits

The base salary that we reasonably expect to pay for this role is: $100,000 to $135,000.

The actual base salary for this role will be determined by a variety of factors, including but not limited to: the candidate’s skills, education, experience, etc.

Please note that base pay is one important aspect of a compelling Total Rewards package. The base pay range indicated here does not include any additional benefits or bonuses/commissions that you may be eligible for based on your role and/or employment type.

Regular full-time employees are eligible for benefits - see here.