Revenue Operations Manager - Customer Success

Description

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.

Join us as an operational strategist and systems thinker to own the Adoption & Value realization across our segments within our Revenue Operations team. In Prop Tech, winning the sale is only step one; true long-term value is unlocked when site-level teams, property managers, regional operations, and maintenance staff, actively adopt our platform across their portfolios. We are looking for someone who is a strategic thinker matched with the ability to execute.

A "product manager for our GTM engine" who uses AI workflows, automation, and data layers to scale customer value creation rather than acting as a traditional business partner building manual reports.

• Cross-functional Alignment & Customer Strategy:
  Partner with Marketing, Revenue, and Product to align on customer needs, streamline internal workflows, and deliver a seamless end-to-end customer experience that drives revenue.
• Foundational Systems & Telemetry Architecture:
  • Portfolio Adoption & Telemetry:
    Partner with Data Science & Analytics, and Rev Ops partners to integrate property-level usage telemetry into CRM and Services systems, building automated alerts for dipping adoption thresholds or opportunities and establishing objective, AI-driven health scoring models.
  • Data, Process & Tooling Optimization:
    Deploy AI agents in CS platforms (e.g., Gainsight, Vitally, Churn Zero) to automate Q  prep, account summaries, and health check-ins while optimizing tech stack processes across our architecture.
• Predictive Operations & Lifecycle Workflows:
  • Segmentation, Capacity & Renewal Workflows:
    Build segment-specific automated playbooks and manage coverage and capacity models to optimize resource allocation across the adoption and renewal lifecycle.
  • Performance Monitoring & Churn Mitigation:
    Partner with Services Leadership to track key Services KPIs (NRR/GRR, retention, CSQLs) and deploy predictive churn models using sentiment analysis and usage data to automatically flag at-risk accounts for intervention.
• Growth Automation & Portfolio Expansion:
  • Signal Automation & Playbook Development:
    Define adoption and expansion triggers to automate account team workflows, and auto-generate property-tailored ROI reports for QBRs to drive portfolio expansion.

• Strategic Thinking & Visionary:
  Able to see and communicate the big picture in an inspiring way; determines opportunities and risks through comprehensive analysis of current and future trends.
• Communication:
  Speaks and writes clearly and articulately across levels and audiences to drive cross-functional alignment and execution.
• Organization and Planning:
  Plans, organizes, and schedules in an efficient, productive manner; focuses on key priorities and driving results.
• Proactivity & AI Mindset:
  Acts without being told what to do; brings new ideas and automated, AI-driven solutions to the organization.
• Analytical Skills & Data Fluency:
  Able to structure and process qualitative or quantitative data, query product analytics, and link software usage directly to revenue outcomes.
• Attention to Detail:
  Does not let important details slip through the cracks or derail a project.

• 7+ years of experience in Revenue Operations, Customer Success Operations, or Business Operations within SaaS industries (Prop Tech or hardware/software experience highly preferred).
• Strong understanding of SaaS business models, customer lifecycle management, and CS coverage models (Strategic, Dedicated, Digital/Scaled).
• Deep hands-on experience with CRM architecture (Salesforce, Hub Spot) and Customer Success platforms (Gainsight, Vitally, Churn Zero).
• Data…