Director, Customer Success Operations

Description

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.

Who we are looking for:

Director, Customer Success Operations

Mission: In 2023, the Customer Success & Growth department is focused on scaling its programs across all market segments. We are at a crucial inflection point of growth - we need to accelerate adoption and maintain our low churn rates, while expanding our reach and maximizing every customer engagement. This leader will play a crucial role in leading the strategy, operations and execution needed to scale the Customer Success & Growth department in 2023+, to support AppFolio’s multi-year revenue growth & margin targets.

What you will be doing:

Define and execute the department’s growth strategy to drive maximum revenue impact

• Own the department strategy for implementing a scaled engagement model in 2023, including customer segmentation analysis, required tech investment(s), implementation plan, customer risk assessment, headcount allocation & ongoing success metrics
• Analyze current revenue impact, white space and expense margins to recommend optimal headcount allocation across segments, products, adoption programs & teams (partnering with Finance and Data Analytics)
• Create a sophisticated renewal forecasting model to support predictable customer retention to enable proactive risk mitigation and over-performance of churn targets goals
• Lead annual planning (budgeting, forecasting, OKRs) in partnership with CS&G leadership and Finance
• Lead department experimentation strategy in 2023 to create proposal for a monetized CS&G offering for 2024+
  
  

Own and evolve the tools, systems and processes required to scale

• Analyze department’s current use of Salesforce and tech tools; identify & recommend opportunities to maximize use of tech in 2022 to drive efficiencies that enable scale
• Identify and implement all required systems and processes needed to execute on the tiered engagement strategy in 2023; partner with CX, Marketing & Product to implement and evolve our tech touch and in app customer programs
• Research and identify potential additional tech investments for 2H’23-2024+; build ROI model to support investment
• Own the partnership with Business Systems; develop shared roadmap of ongoing improvements and manage prioritization of CS&G SFDC enhancement requests
  
  

Lead and inspire a performance-focused culture

• Drive effective operations & enablement resources to increase department efficiencies, resulting in 5 headcount savings ending 2022
• Analyze all adoption programs to assess and improve pipeline, touch points, and conversion rates to exceed 30%+ YOY growth (partnering with Sales & Marketing Ops, CX, Product)
• Provide and consolidate dashboards and analytics at all levels (i.e. Exec, Director, Manager, Agent) to measure performance and deliver on strategic outcomes
• Evolve incentive-based compensation plans to maximize team performance in driving business goals
• Partner with Sales Ops and Services Ops to improve cross-team performance to increase productivity and improve the customer experience
• Support leaders in laddering down annual OKRs to effective team & individual KPIs
  
  

Competencies:

• Analytical Skills: Able to structure and process qualitative or quantitative data and draw insightful conclusions from it; exhibits a probing mind and achieves penetrating insights
• Organization and Planning - Plans, organizes, schedules and budgets in an efficient, productive manner; focuses on key priorities
• Strategic Thinking & Visionary: Able to see and communicate the big picture in an inspiring way; determines opportunities and threats through comprehensive analysis of current and future trends
• Attention to Detail - Does not let important details slip through the cracks or derail a project
• Proactivity - Acts without being told what to do. Brings new ideas to company.
• Communication: Speaks and writes clearly and articulately without being overly verbose or talkative; maintains this standard in all forms of communication - writing, speaking and presentations
  
  

What we think it takes to get the job:

• 10+ years overall leadership experience
• 5+ years experience leading Customer Success or Sales operations teams in SaaS industries
• Deep Salesforce expertise required
• Experience with Customer Success SaaS (e.g. Gainsight, Planhat) preferred
• Ability to travel once quarterly
  
  

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. Our software solutions exist in the real estate vertical, including AppFolio Property Manager and AppFolio Investment Management.

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