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Customer Support

Customer Success Manager – IM Full Time NEW

Summary:

  • AppFolio is a pioneering company in cloud and AI that delivers magical experiences to make customers’ lives easier, revolutionizing the real estate industry.
  • The ideal candidate for the Customer Success Manager – IM position will possess strong account management skills and focus on customer and business goals.
  • The role is focused on ensuring long-term customer success through retention, feature adoption, and customer satisfaction.
  • The position requires a high-performing professional who can work with all levels of customer sophistication and collaborate cross-functionally with internal teams.

Responsibilities:

  • Manage a portfolio of AppFolio’s most valued clients: become their trusted advisor, understand their business goals, and proactively drive outcomes to ensure long-term customer success.
  • Provide proactive value to clients by keeping them educated, engaged, and adopting AppFolio’s products and services, resulting in continued growth and satisfaction.
  • Own and forecast all portfolio risks and mitigation efforts to ensure the retention of the customer portfolio.
  • Schedule, deliver, and execute action plans based on custom Executive Business Reviews for assigned accounts, either remotely or onsite.
  • Escalate customer concerns across internal teams to ensure timely resolution and high customer satisfaction.
  • Advocate for customer needs by regularly meeting with Product teams and supporting product changes.
  • Partner with Sales Growth teams to drive opportunities for expansion, upgrades, and higher Value+ attachment.
  • Represent the Customer Success team at customer-facing events.

Requirements:

  • 2+ years of AppFolio Investment Management experience required, for deep product expertise.
  • 3-5+ years of Customer Success/Service and/or Account Management experience required.
  • Bachelor’s degree required.
  • Ability to travel.
  • Experience with Salesforce CRM suite & Intercom preferred.

Benefits:

  • Compensation range of $73,000 – $97,000 per year.
  • Additional benefits or bonuses/commissions may apply based on the role and/or employment type.
  • Opportunities for growth, coaching, and mentorship from leaders.
  • Hybrid work environment promoting flexibility and connection.

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