AppFolio
Director, Customer Success - Strategic Accounts
AppFolio, Santa Barbara, California, us, 93190
Qualifications
Able to see and communicate the big picture in an inspiring way Strong C-level presenter with progressive, proven, successful sales 12-15 years leadership experience in managing Customer Success teams 7 years experience leading Enterprise tier Customer Success teams SaaS Customer Success experience required Enterprise scale company experience required Demonstrated ability to work in matrixed environment Command of structuring and negotiating major account contracts Proven record of exceeding targets Ability to travel once quarterly Responsibilities
As the Director, Customer Success, you will strategically own the strategy, execution and overall success of engaging, growing and retaining our top-tier customer segment. You will be responsible for continually elevating our highest-touch Customer Success offering and driving internal awareness & buy-in to exceed customer expectations in this valuable segment. Own the multi-year and annual planning strategy for continually evolving our top-tier customer offering. Overhaul our current definition of a Strategic Account in partnership with Sales & Operations, to ensure maximum customer & business impact. Improve the Strategic segment’s key results, including: retention, open risk rates, CS qualified leads, in-app product utilization, and active customer advocates. Elevate our current customer offerings to provide an enterprise-grade, consultative customer experience. Enable AppFolio’s ability to grow upmarket through effective internal advocacy. Effectively advocate for our customer’s needs, gain buy-in and drive alignment across Sales, Product & Marketing to ensure we exceed customer expectations. Drive an effective partnership with Sales, Product and Product Marketing to build credibility and evangelize AppFolio’s vision up-market. Foster executive connections for our customers, including: participating in the Customer Advisory Board, leading our AppFolio Executive Connection program, and proactively educating the broader business on these valuable customers. Represent AppFolio at customer and industry events to expand personal networks. Act as an internal thought leader for enterprise-grade customer success to elevate our department and business. Inspire and lead a high-performing, top-tier CSM team. Manage & develop a team of high-performing, enterprise-grade CSMs and Solutions Experts. Consistently deliver on the team’s monthly, quarterly & annual key results by driving individual performance. Partner with Sales Ops and CS Ops to improve cross-team performance and ensure a seamless customer experience. Foster high employee engagement through inspiring leadership and team connections. Identify professional development needs and partner with Enablement to implement related, effective programs. Establish effective, collaborative relationships across the business. Strategic: Sets the vision and strategy, and effectively gains buy-in across the organization. Influence: Consult with and influence senior management on key organizational and management priorities. Negotiation: The professional presence and credibility to function effectively both internally as well as at the highest level of customer contacts. Analytical: Able to draw insightful conclusions from qualitative and quantitative data. Customer Focus: Strategically balances customer needs with business goals. Benefits
Compensation & Benefits The base salary that we reasonably expect to pay for this role is: $160,000-$200,000. The actual base salary for this role will be determined by a variety of factors, including but not limited to: the candidate’s skills, education, experience, etc. Paid Time Off (PTO) Medical, dental, and vision benefits Long-term and short-term disability insurance 401(k) Wellness benefits
#J-18808-Ljbffr
Able to see and communicate the big picture in an inspiring way Strong C-level presenter with progressive, proven, successful sales 12-15 years leadership experience in managing Customer Success teams 7 years experience leading Enterprise tier Customer Success teams SaaS Customer Success experience required Enterprise scale company experience required Demonstrated ability to work in matrixed environment Command of structuring and negotiating major account contracts Proven record of exceeding targets Ability to travel once quarterly Responsibilities
As the Director, Customer Success, you will strategically own the strategy, execution and overall success of engaging, growing and retaining our top-tier customer segment. You will be responsible for continually elevating our highest-touch Customer Success offering and driving internal awareness & buy-in to exceed customer expectations in this valuable segment. Own the multi-year and annual planning strategy for continually evolving our top-tier customer offering. Overhaul our current definition of a Strategic Account in partnership with Sales & Operations, to ensure maximum customer & business impact. Improve the Strategic segment’s key results, including: retention, open risk rates, CS qualified leads, in-app product utilization, and active customer advocates. Elevate our current customer offerings to provide an enterprise-grade, consultative customer experience. Enable AppFolio’s ability to grow upmarket through effective internal advocacy. Effectively advocate for our customer’s needs, gain buy-in and drive alignment across Sales, Product & Marketing to ensure we exceed customer expectations. Drive an effective partnership with Sales, Product and Product Marketing to build credibility and evangelize AppFolio’s vision up-market. Foster executive connections for our customers, including: participating in the Customer Advisory Board, leading our AppFolio Executive Connection program, and proactively educating the broader business on these valuable customers. Represent AppFolio at customer and industry events to expand personal networks. Act as an internal thought leader for enterprise-grade customer success to elevate our department and business. Inspire and lead a high-performing, top-tier CSM team. Manage & develop a team of high-performing, enterprise-grade CSMs and Solutions Experts. Consistently deliver on the team’s monthly, quarterly & annual key results by driving individual performance. Partner with Sales Ops and CS Ops to improve cross-team performance and ensure a seamless customer experience. Foster high employee engagement through inspiring leadership and team connections. Identify professional development needs and partner with Enablement to implement related, effective programs. Establish effective, collaborative relationships across the business. Strategic: Sets the vision and strategy, and effectively gains buy-in across the organization. Influence: Consult with and influence senior management on key organizational and management priorities. Negotiation: The professional presence and credibility to function effectively both internally as well as at the highest level of customer contacts. Analytical: Able to draw insightful conclusions from qualitative and quantitative data. Customer Focus: Strategically balances customer needs with business goals. Benefits
Compensation & Benefits The base salary that we reasonably expect to pay for this role is: $160,000-$200,000. The actual base salary for this role will be determined by a variety of factors, including but not limited to: the candidate’s skills, education, experience, etc. Paid Time Off (PTO) Medical, dental, and vision benefits Long-term and short-term disability insurance 401(k) Wellness benefits
#J-18808-Ljbffr