Strategic Customer Success Manager

4 months ago

Dallas, United States AppFolio Full time

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.

The Strategic Customer Success Manager (SCSM) will ensure our top clients achieve their business objectives and derive maximum value from our platform. Establishing yourself as a trusted advisor, you will leverage deep industry knowledge and strong relationships to drive customer satisfaction, retention, and growth. The SCSM will partner closely with a Strategic Customer Solutions Expert to deliver customized solutions that address our clients’ objectives and challenges.

Your impact

Foster Strong Customer Relationships and Drive Strategic Outcomes 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. Collaborate with Strategic Customer Solutions Expert to Drive Product Adoption, Process Optimization, and Internal Advocacy 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.

Qualifications

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.

Must have

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.

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. #J-18808-Ljbffr

  • Manager, Customer Success

    3 weeks ago

    Dallas, United States SafetyCulture Full time

    SafetyCulture is a global, product-led SaaS company with the mission of helping distributed working teams get better every day. We're a mobile-first operations platform that gives workers a voice, and leaders visibility, to make better decisions in the workplace every day. Our mission is to unite teams to become a force for improvement in any...

  • Customer Success Manager

    3 weeks ago

    Dallas, United States Oak HCFT Full time

    Job Description: Who We Are: We’re Cart.com, one of the fastest growing commerce enablement companies in the world. We provide the digital and physical infrastructure that empowers thousands of leading B2B and B2C companies to unify commerce operations across channels and sell and fulfill anywhere their customers are. We’re building toward a world where...

  • Customer Success Manager

    3 weeks ago

    Dallas, United States Acqueon Technologies Inc Full time

    Acqueon's conversational engagement software lets customer-centric brands orchestrate campaigns and proactively engage with consumers using voice, messaging, and email channels. Acqueon leverages a rich data platform, statistical and predictive models, and intelligent workflows to let enterprises maximize the potential of every customer conversation. Acqueon...

  • Customer Success Manager

    3 weeks ago

    Dallas, United States Cisco Full time

    Application window is expected to close on 11/Nov/2024 What You'll Do As a Customer Success Manager, you play a crucial role in helping our customers successfully adopt and use Cisco technologies, driving value realization and growth. You will be the primary point of contact for customers, guiding them through software adoption and enabling them to...

  • Enterprise Customer Success Manager

    3 weeks ago

    Dallas, United States Canary Technologies Full time

    About Us Canary Technologies is a fast-growing enterprise hospitality technology company that provides hotels with innovative solutions to drive efficiency and enhance the guest experience. Our core solutions get rid of antiquated technology in hotels. With backing from some of the top investors in Silicon Valley, including Y Combinator, Canary Technologies...

  • Customer Success Manager

    2 weeks ago

    Dallas, United States Cognigy GmbH Full time

    About Cognigy Cognigy, a market leader in Conversational AI, Powers Up enterprise contact centers to exceed customer expectations, improve agent satisfaction, and rapidly respond to market changes. Our low code Conversational AI platform, enhanced with Generative AI, offers next-gen customer service with solutions like Conversational IVR, Smart Self-Service,...

  • Customer Success Manager

    4 weeks ago

    Dallas, United States Cognigy GmbH Full time

    About Cognigy Cognigy, a market leader in Conversational AI, Powers Up enterprise contact centers to exceed customer expectations, improve agent satisfaction, and rapidly respond to market changes. Our low code Conversational AI platform, enhanced with Generative AI, offers next-gen customer service with solutions like Conversational IVR, Smart Self-Service,...

  • Customer Success Manager

    2 months ago

    Dallas, United States CART Full time

    Job Description: Who We Are: We're Cart.com, one of the fastest growing commerce enablement companies in the world. We provide the digital and physical infrastructure that empowers thousands of leading B2B and B2C companies to unify commerce operations across channels and sell and fulfil anywhere their customers are. We're building toward a world where...

  • Customer Success Manager

    3 months ago

    Dallas, United States Nova Biomedical Full time

    Customer Success Manager Nova Biomedical is looking for a Customer Success Manager based in the Dallas, TX area to join our Field Support team. This position is responsible for the successful transition of new and existing Nova Biomedical customers to their newly purchased Nova Biomedical clinical products. Provides the highest level of support and rolls out...

  • Customer Success Manager

    6 months ago

    Dallas, United States JobTread Software Full time

    JobTread Customer Success Manager (Full time/ On Location in Dallas, Texas) JobTread is actively seeking passionate individuals to join our expanding Customer Success Team in the role of Customer Success Manager. We are in search of candidates who possess previous work experience or expertise in the construction industry and/or construction management...

  • Customer Success Manager

    6 months ago

    Dallas, United States Burroughs Full time

    Description Customer Success Manager Position Summary The Customer Success Manager (CSM) works with existing customers to ensure customers realize value from their maintenance and support services and/or subscriptions. They are responsible for the post-sale lifecycle of the customer from onboarding to renewal of the contract and/or subscription. CSMs are...

  • Sr. Customer Success Manager

    3 weeks ago

    Dallas, United States Digital Realty Trust Full time

    Position Title: Sr. Customer Success Manager Your role Digital Realty's Customer Success Operations team is the front-line for all things pertaining to our customer's experience. In the Senior Customer Success Manager role, you will be tasked with providing high touch, white glove service to some of our largest and most strategic customers. The successful...

  • Customer Success Manager

    6 months ago

    Dallas, United States Cyberbit Full time

    Cyberbit Range is the world’s leading cyber-security training platform for cyber professionals with clients from Fortune 500, Universities, Governments, and Militaries globally. Sounds intriguing? That’s because it is!Cyberbit Range deploys real-world attacks using reverse-engineered malware onto a virtual corporate network, allowing users to defend...

  • Customer Success Manager

    5 months ago

    Dallas, United States PetsApp Full time

    Company Overview Inaza is a pioneering provider of intelligent automation solutions for the insurance industry. We have developed a unique data platform that empowers insurers to automate key business workflows in days using generative AI and our proprietary AI models. Our cutting-edge technology and innovative approaches streamline processes and enhance...

  • Customer Success Manager

    1 month ago

    Dallas, Texas, United States Mojo Full time

    Customer Success Manager Job DescriptionAt Mojo, we're looking for a skilled Customer Success Manager to join our team. As a Customer Success Manager, you will be responsible for building and maintaining strong relationships with our clients, ensuring high levels of customer satisfaction and recognition of ROI. You will drive adoption and outcomes leading to...

  • Sr. Customer Success Manager

    3 weeks ago

    Dallas, United States Digital Realty Full time

    Job Description Position Title: Sr. Customer Success Manager Your role Digital Realty's Customer Success Operations team is the front-line for all things pertaining to our customer's experience. In the Senior Customer Success Manager role, you will be tasked with providing high touch, white glove service to some of our largest and most strategic customers....

  • Head of Customer Success and Renewals

    5 days ago

    Dallas, United States Nozomi Networks Full time

    Now is an amazing time to join Nozomi Networks as we build the future of OT and IoT Cybersecurity. We have hundreds of customers in more than 30 countries and we're just scratching the surface. The Global Leader of Customer Success and Renewals is a senior leadership role responsible for overseeing and enhancing the customer experience and ensuring customer...

  • Customer Success Manager

    6 days ago

    Dallas, United States PDI Technologies Full time

    At PDI Technologies, we empower some of the world's leading convenience retail and petroleum brands with cutting-edge technology solutions that drive growth and operational efficiency. By "Connecting Convenience" across the globe, we empower businesses to increase productivity, make more informed decisions, and engage faster with customers through loyalty...

  • Customer Success Manager

    3 weeks ago

    Dallas, United States RaySecur Inc Full time

    Location: Remote with >75% Travel Company Description RaySecur is revolutionizing security imaging with the world’s first desktop scanners capable of seeing inside objects, providing x-ray-like imaging without any harmful x-rays, in real-time and 3D. Backed by cutting-edge AI software and 24/7 expert support, our systems are used by some of the largest...

  • Partner - Customer Success

    2 weeks ago

    Dallas, United States Smart Energy Water Full time

    Roles: Partner - Customer Success Location: San Diego, Phoenix, Sacramento, Philadelphia, Dallas, New York, Chicago www.sew.ai Job Description As a Partner - Customer Success, you will be responsible for overseeing SEW AI Platform portfolio of Regional Clients, essentially leading SEW Energy & Utilities Digital Transformation programs . To succeed in this...