Revenue Operations Manager - Customer Success at AppFolio · Santa…

Description

AppFolio 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 PropTech, 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.

Your Impact:

• 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 RevOps 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, ChurnZero) to automate QBR 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.

Competencies:

• 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.

Qualifications:

• 7+ years of experience in Revenue Operations, Customer Success Operations, or Business Operations within SaaS industries (PropTech 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, HubSpot) and Customer Success platforms (Gainsight, Vitally, ChurnZero).
• Data fluency and comfort querying/interpreting product analytics (Amplitude, Mixpanel, SQL, Tableau, or Snowflake) to drive data-informed decisions.
• Demonstrated experience setting up automated workflows, AI transcription/sentiment tools (e.g., Gong, Zapier), and automated customer journeys.
• Familiarity with property management workflows, PMS integrations (Yardi, RealPage, Entrata), or multi-family/commercial real estate operational structures is a major bonus.

Location

Find out more about our locations by visiting our site.

All late-stage candidates complete an in-person meeting with an AppFolian as part of our hiring process.

Compensation & Benefits

The compensation that we reasonably expect to pay for this role is: $114,400 - $143,000 base pay. The actual compensation for this role will be determined by a variety of factors, including but not limited to the candidate’s skills, education, experience, and internal equity.

Please note that compensation is just one aspect of a comprehensive Total Rewards package. The compensation range listed here does not include additional benefits or any discretionary bonuses you may be eligible for based on your role and/or employment type.

Regular full-time employees are eligible for benefits - see here.

About AppFolio

AppFolio is the technology leader powering the future of the real estate industry. Our innovative platform and trusted partnership enable our customers to connect communities, increase operational efficiency, and grow their business. For more information about AppFolio, visit appfolio.com.

Why AppFolio

Grow | We enable a culture of high performance, where delivering results is recognized by opportunities for growth and compelling total rewards. Our challenging and meaningful work drive the growth of our business, and ourselves.

Learn | We partner with you to realize your potential by investing in you from the start. We're cultivating a team of big thinkers through coaching and mentorship with our best-in-class leaders, and giving you the time and tools to develop your skills.

Impact | We are creating a world where living in, investing in, managing, and supporting communities feels magical and effortless, freeing people to thrive. We do this by innovating with purpose while cultivating a culture of impact. We learn as much from each other as we do our customers and our communities.

Connect | We excel at hybrid work by fostering an environment that feels flexible, personal and connected, no matter where we are. We create space to fuel innovation and collaboration, and we come together to celebrate, connect, and succeed.

Paddle as One.

Learn more at appfolio.com/company/careers

Statement of Equal Opportunity

At AppFolio, we value diversity in backgrounds and perspectives and depend on it to drive our innovative culture. That’s why we’re a proud Equal Opportunity Employer, and we believe that our products, our teams, and our business are stronger because of it. This means that no matter what race, color, religion, sex, sexual orientation, gender identification, national origin, age, marital status, ancestry, physical or mental disability, or veteran status, you’re always welcome at AppFolio.