Strategic Customer Success Manager

Hi, We're App Folio

We're innovators, changemakers, and collaborators. We're more than 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.

As a Strategic Customer Success Manager (SCSM) in App Folio's Revenue Organization, you'll own the success of a portfolio of our largest, most valuable accounts. You'll be the trusted advisor to sophisticated operators. You'll build relationships at every level, from owners and VPs to day-to-day teams. You'll use your industry knowledge to help customers get measurable results from the App Folio Real Estate Performance Management (RPM) platform.

You'll bring the right resources in at the right moment in the customer journey so customers reach their evolving business goals. You'll partner closely with a Technical Account Manager (TAM) and the rest of your account pod to design solutions around each customer's challenges.

• Protect and grow long-term revenue by positioning App Folio as a strategic partner and showing continuous, measurable platform ROI.
• Spot churn signals early through health-score monitoring, then run data-driven plans to protect at-risk revenue.
• Forecast renewals and analyze past churn to sharpen your account-health strategy.

• Educate customers on underused features and best practices that fit their business model.
• Use platform usage data to find gaps and deliver targeted training to key stakeholders.
• Map platform capabilities to customer workflows so they get full value against their goals.

• Identify and qualify expansion opportunities, including add-on products and service-tier upgrades.
• Pass insights and qualified leads from your customer relationships to Sales and Growth teams.
• Map white space within existing accounts to uncover new revenue potential.

• Build strong relationships with senior decision-makers (VPs, Directors, Owners) across your portfolio.
• Translate customer business goals into technology-driven strategies on the App Folio platform.
• Create and own Joint Success Plans that tie App Folio adoption to goals like increasing NOI or reducing operational overhead.
• Lead Business Reviews (QBRs/EBRs) focused on ROI, value realized, and progress toward goals.
• Support executive-alignment efforts on your most strategic accounts with senior CSMs and leadership.

• Recommend subscription tiers (Core, Plus, Max) that match each customer's unit-growth path.
• Manage renewal timing and lifecycle milestones across your portfolio.
• Find and nurture reference customers for testimonials and case studies, working with Marketing and Sales.

• Partner with TAMs to design and implement solutions for specific client challenges.
• Advocate for customers by relaying product feedback to the right teams and helping shape roadmap priorities.
• Work with your account pod (GAEs, TAMs, Product Managers) to coordinate delivery and value.
• Stay current on industry trends and the App Folio platform, and add to the team's knowledge base.

• Strong gross and net revenue retention across your Strategic portfolio
• Completed Business Reviews and active relationships with key stakeholders
• Portfolio expansion through tier upgrades, V+ services, and cross-sell leads
• Early risk identification and measurable gains in platform adoption
• Growing customer advocacy by building engaged reference customers who contribute to testimonials, case studies, and other advocacy activities

• Leadership:
  Strong business acumen and credibility as an industry expert and trusted advisor to executives. You lead and work well with cross-functional teams.
• Influence:
  You persuade and negotiate at every level to reach win-win outcomes, and you build consensus across different perspectives.
• Analytical rigor:
  You use data to make decisions and build buy-in. You can size up a situation, define objectives, and recommend a plan.
• Organization:
  Excellent project management and organizational skills.
• Creative problem solving:
  You connect client needs to what App Folio can do. You're entrepreneurial, a proactive learner, and at home in a fast-paced environment.
• Communication:
  Excellent written and verbal skills. You're a…