Strategic Customer Success Manager

1 week 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 $140,000.

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.

  • Customer Success Manager

    3 weeks ago

    Dallas, United States RFPIO Inc. Full time

    About Responsive Responsive (formerly RFPIO) is the global leader in strategic response management software, transforming how organizations share and exchange critical information. The AI-powered Responsive Platform is purpose-built to manage responses at scale, empowering companies across the world to accelerate growth, mitigate risk and improve employee...

  • Customer Success Manager

    2 weeks ago

    Dallas, United States RFPIO Inc. Full time

    About Responsive Responsive (formerly RFPIO) is the global leader in strategic response management software, transforming how organizations share and exchange critical information. The AI-powered Responsive Platform is purpose-built to manage responses at scale, empowering companies across the world to accelerate growth, mitigate risk and improve employee...

  • Customer Success Manager

    5 days ago

    Dallas, Texas, United States Oldcastle BuildingEnvelope Full time

    The Customer Success Manager will develop and implement, a robust customer success system that will support the Commercial Excellence team.This role will develop and implement sales strategies that align with the company's goals and objectives. Will work in collaboration with the Sales Operations team to analyze market trends and set sales targets for the...

  • Customer Success Manager

    5 days ago

    Dallas, Texas, United States LTK (formerly rewardStyle & LIKEtoKNOW) Full time

    LTK (formerly rewardStyle & ) Customer Success Manager - Unlimited Growth Potential Bachelor's Degree in business, marketing, or communications 2+ years experience in sales and/or account management Strong analytical and project management skills Excellent communication and presentation skills Dedication to operational excellence Adaptability in a...

  • Customer Success Manager

    5 days ago

    Dallas, Texas, United States Steer Health Full time

    Steer Health is revolutionizing the healthcare industry with the widely used AI-powered patient experience and growth solutions. If you're keen on joining us, take a moment to review the details before submitting your application. At Steer Health, we are dedicated to developing cutting-edge consumer engagement experiences, including care communication,...

  • Enterprise Customer Success Manager

    2 weeks ago

    Dallas, Texas, United States Contentsquare Full time

    As a member of our Enterprise Customer Success team, you will be instrumental in maximizing customer lifetime value and driving revenue growth within a multi-million dollar book of business of post-sales customers. You will be responsible for building lasting relationships – with executives, front-line leadership, and platform end users alike – from...

  • Customer Success Manager

    1 week ago

    Dallas, United States Suse Linux Full time

    About Us Always open. Our code, our culture, our opportunities. Leading open innovation without limits. We are SUSE. SUSE is a global leader in innovative, reliable and secure enterprise open source solutions, including SUSE Linux Enterprise (SLE), Rancher and NeuVector. More than 60% of the Fortune 500 rely on SUSE to power their mission-critical...

  • Customer Success Manager

    5 days ago

    Dallas, Texas, United States Suse Linux Full time

    About Us Always open. Our code, our culture, our opportunities. Leading open innovation without limits. We are SUSE. SUSE is a global leader in innovative, reliable and secure enterprise open source solutions, including SUSE Linux Enterprise (SLE), Rancher and NeuVector. More than 60% of the Fortune 500 rely on SUSE to power their mission-critical workloads,...

  • Cybersecurity Customer Success Manager

    4 weeks ago

    Dallas, United States Henderson Scott Full time

    Cybersecurity Customer Success Manager Company Overview: Our customer is a rapidly growing cyber vendor dedicated to providing innovative cybersecurity solutions to businesses worldwide. With a global team of around 150 professionals, they are scaling quickly and seeking a talented Cyber Customer Success Manager to help drive the success of their...

  • Customer Success Manager

    3 weeks ago

    Dallas, United States Oldcastle BuildingEnvelope Full time

    The Customer Success Manager will develop and implement, a robust customer success system that will support the Commercial Excellence team. This role will develop and implement sales strategies that align with the company’s goals and objectives. Will work in collaboration with the Sales Operations team to analyze market trends and set sales targets for the...

  • Customer Success Manager

    4 weeks ago

    Dallas, Texas, United States Motorola Solutions Full time

    Company OverviewAt Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part...

  • Cybersecurity Customer Success Manager

    2 months ago

    Dallas, United States Henderson Scott Full time

    Cybersecurity Customer Success ManagerCompany Overview: Our customer is a rapidly growing cyber vendor dedicated to providing innovative cybersecurity solutions to businesses worldwide. With a global team of around 150 professionals, they are scaling quickly and seeking a talented Cyber Customer Success Manager to help drive the success of their...

  • Customer Success Manager

    3 weeks ago

    Dallas, United States Oldcastle BuildingEnvelope Full time

    The Customer Success Manager will develop and implement, a robust customer success system that will support the Commercial Excellence team.This role will develop and implement sales strategies that align with the company's goals and objectives. Will work in collaboration with the Sales Operations team to analyze market trends and set sales targets for the...

  • Customer Success Manager

    2 months ago

    Dallas, United States Nova Biomedical Full time

    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 the red carpet welcoming...

  • Customer Success Manager

    3 weeks ago

    Dallas, United States Nova Biomedical Full time

    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 the red carpet welcoming...

  • Sr Customer Success Manager

    4 weeks ago

    Dallas, United States ACI Worldwide Full time

    Job Description SR CUSTOMER SUCCESS MANAGER: Exempt Job Summary: The Sr Customer Success Manager (CSM) is a role with direct accountability for driving success into long-term relationships of the Installed P&L, along with ensuring very high retention rates and customer loyalty scores. The Sr CSM has direct responsibility for identifying revenue protection...

  • Customer Success Manager

    4 weeks ago

    Dallas, United States Electriphi Inc Full time

    Electriphi was founded in 2018 and is headquartered in Palo Alto California. The company provides software solutions with the singular focus of enabling the transition to zero-emission vehicles across heavy, medium, and light-duty fleets in public as well as private segments. Electriphi was acquired in June of 2021 by Ford Motor Company and now operates as a...

  • Customer Success Manager

    2 weeks ago

    Dallas, United States Electriphi Inc Full time

    Electriphi was founded in 2018 and is headquartered in Palo Alto California. The company provides software solutions with the singular focus of enabling the transition to zero-emission vehicles across heavy, medium, and light-duty fleets in public as well as private segments. Electriphi was acquired in June of 2021 by Ford Motor Company and now operates as a...

  • Customer Success Manager

    4 weeks 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

    2 weeks 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...