AppFolio Careers

Description

• Own Technical Account Management Strategy: Own, refine, expand and drive the strategy for technical account management, to directly support strategic customer adoption, performance, growth and retention.
• Enhance Operational Efficiency: Establish scalable processes, standardized technical documentation and data-driven decision making leveraging Vitally, Gong, and other tools for the SCSE team.
• Influence Product Development: Represent the technical needs of strategic customers, providing data-driven insights to influence product roadmaps and address key challenges.
• Lead & Develop a High-Performing Team: Empower a high-performing SCSE team by setting clear expectations, driving performance, nurturing development, defining growth paths, and strategically building capacity.
• Expand TAM Offerings: Strategically develop and scale new technical offerings to address evolving customer needs, drive broader adoption of advanced features, enhance customer retention and expansion, and unlock new revenue streams, strengthening our competitive advantage.
• Improve Customer Retention: Increase retention and reduce churn within our Horizon and Dedicated upmarket segments through proactive technical engagement and value realization. 
• Increase Product Adoption & Expansion: Drive deeper adoption of key product features, integrations, and new releases, leading to increased customer value and the identification of upsell and cross-sell opportunities. 
• Increase Team Efficiency & Scalability: Develop and implement scalable processes and resources to effectively manage a growing number of strategic customers. 
• Drive Revenue Generation: Successfully launch and grow revenue-generating monetized technical Customer Success offerings.

• Service Design – Define and Own Roles & Responsibilities in collaboration with CxC and Onboarding to enhance Service Design and deliver an elevated customer experience. 
• Performance References & Demonstrating ROI – Partner across CS&G to launch the Strategic Account ROI initiative and build Performance References.
• Scaling the SCSE Model – Expand SCSE support to the Dedicated team (who service Corp/Horizon customers), balancing engagement with efficiency.

• Cross-Product Strategy Integration – Create a seamless Customer Success experience for customers using both APM and IM product lines.
• Enterprise-Level Consultation – Enhance technical solutions and drive performance outcomes for sophisticated accounts.
• Unlocking New Revenue Streams – Design, validate, and launch monetized technical success offerings to reinvest in team growth.

•  10+ years of experience in professional services, customer success, solutions architecture, or technical account management role(s).
• 7+ years of experience leading and managing high-performing Customer Success or senior technical teams, including hiring, mentoring, and performance management.
• Strong understanding of SaaS platforms, enterprise software, and complex technical architectures.
• Proven ability to develop and execute technical customer success strategies for upmarket clientele.
• Excellent communication (written and verbal), presentation, and interpersonal skills, with the ability to effectively communicate technical concepts to both technical and non-technical  audiences, including executive stakeholders.  
• Strong analytical skills and the ability to leverage data to identify trends, measure impact, and drive decision-making.
• Ability to build strong relationships with customers and internal stakeholders across all levels of the organization.
• Experience with CRM and customer success management platforms (e.g., Salesforce, Gainsight, Vitally).
• Challenger Coaching Certification(s) preferred.
• Experience developing and launching new services or offerings is highly desirable.
• Experience in the real estate technology industry is a plus.
• Bachelor's degree in a relevant field or equivalent practical experience.
• Ability to travel occasionally, as needed. 

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.