Strategic Customer Success Manager

App Folio is more than a company. We’re a community of dreamers, big thinkers, problem solvers, active listeners, and multipliers. At every opportunity, we set the pace while delivering innovation built to carry real estate into the future. One in which every experience feels effortless, yet meaningful. Where customers are empowered to take on any opportunity. We show up as one team, connected by our values to be a force for good.

Because together, we have the power to create extraordinary outcomes for our customers, our communities, and ourselves.

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…