Strategic Customer Success Manager

Description 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.

About the Role 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.

Your Impact Retention and risk mitigation

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.

Adoption and usage

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.

Growth and expansion

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.

Stakeholder relationships and success planning

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.

Renewal and lifecycle management

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.

Cross-functional collaboration

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.

How We Define Success 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…