Manager, Customer Success (Investment Management)
AppFolio Inc.
 Dallas, TX

Hi, We’re AppFolio.

We’re innovators, changemakers, and collaborators. We’re more than just a software company — we’re a cloud-based powerhouse that creates products to make our customers’ lives easier. We’re revolutionizing the way people do business, and we want your ideas, your enthusiasm, and your passion to help us keep on innovating.

We love where we work, and you can, too.

To find out more about what AppFolio has to offer, check out appfolioinc.com/careers.


Manager, Customer Success (Investment Management)

We are currently hiring a Manager, Customer Success to join our Client Services team for our newest product, AppFolio Investment Management. The Customer Success team is important at AppFolio and amongst all successful SaaS businesses, as it directly impacts our customers’ lifetime happiness and retention. The Customer Success team bolsters customer relationships by providing distinctive service and product assistance. This helps our customers find value in our product and creates love for our company. 

Customer Success works directly with our client base and serves as the link between AppFolio Investment Management and our customers, operating as the face of our company to create promoters within the investment management industry. As the manager of a growing Customer Success team, you will directly contribute to the growth of our product and company.

The ideal candidate will possess strong service and leadership skills to inspire, develop and lead a team of Customer Success Managers to nurture strong customer relationships, drive product and feature adoption, and partner with customers to achieve their business goals. 

Responsibilities:

  • Master the AppFolio Investment Management service, industry, and product offering. 
  • Understand our product roadmap of future updates to and how it will impact customers.
  • Hire, onboard, develop and retain ‘A players’.
  • Standardize the process of onboarding new hires and ongoing training of Customer Success Managers.
  • Build a Services org that provides timely responses to all service requests and proactive outreach to increase customers’ product knowledge, feature adoption, and engagement.
  • Manage resolution of client issues and handle any escalations about the service, industry, and product offering, either internally or externally.
  • Own, measure and drive key performance metrics to drive process improvements, case volume reduction, customer experience enhancements, and ensure top performance of your team.
  • Lead and collaborate cross-functionally with Sales, Marketing, Onboarding, and Product teams to drive customer success, engagement and adoption of new features.
  • Identify and track churn risk and collaborate with internal teams to mitigate risk and ensure customer retention.
  • Build and maintain accurate, relevant customer-facing Help Resources, including help articles, tutorials, videos and FAQs. 
  • Understand and contribute to long-term strategic planning for AppFolio Investment Management Customer Success team. 
  • Represent AppFolio Investment Management at conferences, meetups and events with customers and prospects.

Skills and Knowledge:

  • BA/BS degree required
  • Excellent written and oral communication skills
  • Minimum 3 years experience building and managing/leading CSM or Account Management teams. 
  • Proven ability to foster trust, encourage collaboration and drive performance of team
  • Strong analytical capabilities for advanced problem-solving
  • Ability to understand customer needs and find creative solutions
  • Ability to display good judgment and make thoughtful decisions
  • Ability to develop strong relationships across teams and departments 
  • Committed, passionate and motivates others to do their best work 
  • High degree of flexibility in fast=paced environment
  • Experience with Salesforce CRM suite.
  • Experience working in software/SaaS preferred.
  • Real Estate, Finance and/or Investment Management knowledge preferred, but not required. 

Our Story

AppFolio (NASDAQ: APPF) was founded in 2006 with the mission to revolutionize vertical industry businesses by providing great software and service. Our easy-to-use, cloud-based software helps our customers more effectively market, manage, and grow their businesses. Today our software solutions exist in two verticals including the real estate (AppFolio Property Manager, AppFolio Property Manager PLUS, and AppFolio Investment Manager) and legal (MyCase) industries.

To find out more about what AppFolio has to offer, check out appfolioinc.com/careers.