Description

What we’re looking for

At AppFolio, we paddle as one. We ride and make waves together, with a relentless focus on building great products for the way our customers work and live today – and tomorrow. AppFolio is a destination organization where careers are made and accelerated. Here, innovation is a team sport.

Join us to lead and support optimizing our customer success processes, systems, and tools with a focus on streamlining internal workflows and data. We are looking for someone who is a strategic thinker matched with the ability to execute. This person should be excited to dive into analyses, modeling, and process improvement with the ability to communicate across levels and audiences to get things done.

Your impact:

• Operational Strategy and Execution: Support the development, execution, and tracking of Customer Success & Growth’s (CS&G) strategy, ensuring alignment across the customer journey. Act as a thought partner and trusted advisor to CS&G senior leadership.
• Performance Monitoring and Reporting: Partner with leadership to establish and operationalize customer success key performance indicators (KPIs) (i.e. retention, NRR/GRR, CSQLs) and create and manage reporting to track the performance of CS&G teams at all levels (i.e. Exec, Director, Manager, Agent). Analyze data to identify trends, opportunities for improvement, and areas of risk.
• Segmentation & Capacity Management: Design, build and manage a model that guides resource allocation by segment. Partner with Rev Ops & CS&G Leadership to define segment-specific coverage models and highest-impact activities across the customer lifecycle, meeting customer demand and linking to revenue outcomes.
• Workflow Optimization: Identify areas for process improvement, automation, and standardization to enhance efficiency and improve customer outcomes (i.e. Playbook development for cross-sell/up-sell and expansion).
• Data, Process & Tooling: Design and maintain core processes, e.g. attainment reporting, churn forecasting, forecast vs. actuals and At Risk Account Reviews. Partner with Rev Tech and BizSystems to streamline daily team operations while providing leadership with comprehensive insights — leveraging tools such as Salesforce, Gong, Vitally, Tableau, and Zapier.
• Cross-Functional Collaboration: Collaborate closely with other GTM Organizations and Services functions, including Product, Sales, and Marketing, to ensure alignment on customer needs and to drive a consistent and positive customer experience.
  
  
  

Competencies:

• Strategic Thinking & Visionary: Able to see and communicate the big picture in an inspiring way; determines opportunities and risks through comprehensive analysis of current and future trends.
• Organization and Planning: Plans, organizes, and schedules in an efficient, productive manner; focuses on key priorities and driving results.
• Proactivity: Acts without being told what to do. Brings new ideas to the organization.
• Analytical Skills: Able to structure and process qualitative or quantitative data and draw insightful conclusions from it.
• Attention to Detail: Does not let important details slip through the cracks or derail a project.
• Communication: Speaks and writes clearly and articulately; maintains this standard in all forms of communication - writing, speaking and presentations.
  
  
  

Qualifications

• 5+ years experience in Customer Success or Sales Operations teams in SaaS industries
• Strong understanding of SaaS business models and customer lifecycle management
• Experience with reCRM systems (e.g., Salesforce, HubSpot), helpdesk software (e.g., Zendesk, Intercom), and customer success platforms (e.g., Gainsight, Vitally) required
• Familiarity with various CS models including Strategic, Dedicated, and Digital/Scaled
• Excellent analytical and problem-solving skills with the ability to interpret data and drive data-informed decisions
  
  
  

Compensation & Benefits

The base salary that we reasonably expect to pay for this role is 114,400- 143,000:

The actual base salary/hourly wage 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.

About AppFolio

AppFolio is the technology leader powering the future of the real estate industry. Our innovative platform and trusted partnership enable our customers to connect communities, increase operational efficiency, and grow their business. For more information about AppFolio, visit appfolio.com.

Why AppFolio

Grow | We enable a culture of high performance, where delivering results is recognized by opportunities for growth and compelling total rewards. Our challenging and meaningful work drive the growth of our business, and ourselves.

Learn | We partner with you to realize your potential by investing in you from the start. We're cultivating a team of big thinkers through coaching and mentorship with our best-in-class leaders, and giving you the time and tools to develop your skills.

Impact | We are creating a world where living in, investing in, managing, and supporting communities feels magical and effortless, freeing people to thrive. We do this by innovating with purpose while cultivating a culture of impact. We learn as much from each other as we do our customers and our communities.

Connect | We excel at hybrid work by fostering an environment that feels flexible, personal and connected, no matter where we are. We create space to fuel innovation and collaboration, and we come together to celebrate, connect, and succeed.

Paddle as One.

Learn more at appfolio.com/company/careers

Statement of Equal Opportunity

At AppFolio, we value diversity in backgrounds and perspectives and depend on it to drive our innovative culture. That’s why we’re a proud Equal Opportunity Employer, and we believe that our products, our teams, and our business are stronger because of it. This means that no matter what race, color, religion, sex, sexual orientation, gender identification, national origin, age, marital status, ancestry, physical or mental disability, or veteran status, you’re always welcome at AppFolio.