Sr. Staff Product Owner - Customer Success

Business Operations Santa Barbara, California Dallas, Texas San Diego, California Remote - San Francisco, CA Remote - Denver, CO Remote - Atlanta, GA Remote - Chicago, IL Remote - Washington DC, United States

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Description

Hi - We’re AppFolio
We’re innovators, changemakers, and collaborators. We’re more than just a software company – we’re pioneers in cloud and AI who deliver magical experiences that make our customers’ lives easier. We’re revolutionizing how people do business in the real estate industry, and we want your ideas, enthusiasm, and passion to help us keep innovating.
We are seeking a highly experienced and strategic Product Owner to lead and scale the systems, processes, and data that power our Customer Success organization. Reporting to the Vice President of Enterprise Applications, this high-impact role will shape the vision, execution, and ongoing optimization of our core platforms to drive exceptional customer experiences and retention.
About the Role:
As the Sr. Staff Product Owner for Customer Success (Onboarding and Customer Services), you will serve as the strategic and operational link between business leaders and technical teams for systems, processes, and data capabilities. You will own the system product roadmap, champion technology investments, and ensure our systems deliver measurable business outcomes. Your work will span the entire customer journey, from onboarding and service activation to customer success measurement, creating seamless handoffs, fostering proactive engagement, and delivering tangible value. In close partnership with leadership, you will build scalable onboarding processes that provide a frictionless first experience, develop platforms to track customer engagement, health, and success metrics, and empower Customer Success Managers (CSMs) to drive renewals and uncover expansion opportunities.
Responsibilities:
  • Strategic Alignment: Translate company and customer goals into team objectives, bridging the gap between business leaders, stakeholders, and the development team to ensure a unified vision.
  • Product Vision & Roadmap Ownership: Develop and maintain a business-aligned, forward-looking product roadmap for Customer Success systems. Collaborate with business leads to validate that the roadmap delivers desired business outcomes and effectively communicate this vision to the development team.
  • Prioritization & Execution: Organize and prioritize the product backlog based on business value and urgency. Make timely decisions on trade-offs, scope changes, and competing priorities. Define clear objectives and success metrics for each sprint or release, actively removing barriers and managing distractions to ensure successful delivery.
  • Voice of the Business: Act as the primary liaison and trusted consultative partner for Customer Success. Anticipate their needs, advocate for solutions that address their challenges, and gain a deep understanding of their workflows and pain points.
  • Collaboration & Communication: Manage cross-functional dependencies and collaboration. Ensure timely and transparent communication to teams and stakeholders, tailoring messages to diverse audiences. Drive continuous improvement within the team.
  • Product Delivery & Validation: Ensure the development team fully understands the product vision. Validate completed work against expectations and quality standards. Lead backlog prioritization, refinement, and planning sessions.
  • Change Management & Enablement: Develop and execute comprehensive change management and enablement plans for new system implementations and process improvements, ensuring smooth transitions and high user adoption within the Customer Success organization.
  • Domain Expertise: Cultivate and maintain deep expertise in the business, systems, and processes related to Customer Success (Onboarding, Customer Success), striving not just to understand best-in-class, but to achieve it.
Qualifications:
  • Bachelor's degree in Business, Technology, or a related field.
  • 10+ years as a Product Owner, Program Manager, or Solution Delivery Lead in Customer Success, Onboarding, or Customer Success systems, ideally in a high-growth SaaS company with revenue over $1B.
  • Strong understanding of the customer lifecycle and proven ability to optimize it through technology.
  • Expertise with CRM platforms (Salesforce), customer success platforms (Gainsight, Vitally), and knowledge management systems.
  • Demonstrated success in building trust with business partners and driving transformational change.
  • Proven experience as a change agent, driving transformation and improvement within organizations.
  • Skilled in Agile methodologies, with a track record of delivering measurable business results.
Location
Find out more about our locations by visiting our site. 
Compensation & Benefits
The base salary/hourly wage that we reasonably expect to pay for this role is: $152,000-$190,000
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.

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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.

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