Strategic Customer Success Manager

About This Role

This Strategic Customer Success Manager role in AppFolio's Revenue Organization involves owning the success of a portfolio of the company's largest and most valuable accounts. The manager acts as a trusted advisor to sophisticated operators, building relationships at all levels and using industry knowledge to help customers achieve measurable results from the AppFolio Real Estate Performance Management (RPM) platform. The role focuses on bringing the right resources to customers at the right moment in their journey to help them reach evolving business goals, partnering closely with a Technical Account Manager (TAM) and the rest of the account pod to design solutions.

Responsibilities

• Protect and grow long-term revenue by positioning AppFolio as a strategic partner and demonstrating 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 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 to ensure full value against their goals
• Identify and qualify expansion opportunities, including add-on products and service-tier upgrades
• Pass insights and qualified leads from 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 the portfolio
• Translate customer business goals into technology-driven strategies on the AppFolio platform
• Create and own Joint Success Plans that tie AppFolio 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 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 the 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 the account pod (GAEs, TAMs, Product Managers) to coordinate delivery and value
• Stay current on industry trends and the AppFolio platform, and add to the team's knowledge base