DescriptionHi, We're AppFolioWe're innovators, changemakers, and collaborators. We're more than just a software company - we're pioneers in cloud and AI who deliver magical experiences that make our customers' lives easier. We're revolutionizing how people do business in the real estate industry, and we want your ideas, enthusiasm, and passion to help us keep innovating.Your impact The Sr. Manager, Digital Customer Success will create, launch, and evolve a digital-led customer engagement framework that improves adoption, retention, & customer satisfaction. This new motion will be a key lever for proactively nurturing & growing our down-market customers while creating efficiencies for our high-touch segments. This is a highly cross-functional leadership role that will partner with CX, Onboarding, Marketing, Product, & Customer Success leadership. This leader will report directly into the VP, Customer Success & Growth.Responsibilities:
- Own the Digital CS Strategy: Own and drive the strategy for Digital CS, to directly support Revenue Org & AppFolio growth.
- Segment the Customer Base: Analyze, identify, and segment the customer base into specialized groupings that each require tailored digital adoption experiences. Build out tracking & identification frameworks to measure each unique customer segment.
- Understand our Ideal Customer Journeys: Partner with CX and Go-To-Market stakeholders to identify and understand key milestones, friction points, ideal touchpoints, & service experiences across the customer journey.
- Create Digital Customer Success Programs: Partner with Marketing, CX, & Onboarding to create, organize and/or evolve engagement campaigns into cohesive digital experience(s) per segment, across the full customer journey.
- Optimize Customer Health Scoring: Collaborate with Product & Data Analytics to align digital program success metrics to product & business metrics.
- Launch Digital Customer Success: Leverage our existing tech stack (Vitally, Intercom, Marketo) to launch new/overhauled customer engagement programs. Analyze the effectiveness of these tools and own related tech strategy through annual planning.
- Analyze & Iterate to Improve Impact: Actively measure the impact of Digital CS programs on customer adoption, retention, and internal CS efficiencies. Leverage learnings to iterate & improve the effectiveness of programs.
- Advocate for the Customer: Leverage data and learnings to advocate for product changes, service improvements, and educate the broader business on our customers.
Key Results:
- Improve Customer Retention: Increase customer retention and reduce churn in all segments, with an emphasis on SMB.
- Increase Product Adoption: Increase product adoption and drive upsell & upgrade leads through targeted campaigns and initiatives.
- Increase Community & Academy Engagement: Drive increased traffic to our Customer Community, Academy, and support channels by integrating customer service resources into digital programs.
Qualifications:
- 10+ years experience in Customer Success, Marketing, or Instructional Design. A focus on digital or customer engagement strategies is preferred
- 7+ years of experience leading and managing high-performing teams.
- Strong understanding of customer success methodologies, best practices, and the ability to successfully implement
- Excellent communication and content creation skills.
- Strong analytical skills and ability to leverage and interpret data to drive decision-making and improve outcomes
- Experience implementing/architecting customer success platforms and customer engagement tools (e.g. Vitally, Gainsight, Intercom, Pendo, Marketo, Salesforce, etc.).
- Ability to travel once a quarter, as needed.
Compensation & BenefitsThe base salary that we reasonably expect to pay for this role is $138,400-$173,000.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.
Please note that base pay is one important aspect of a compelling Total Rewards package. The base pay range indicated here does not include any additional benefits or bonuses that you may be eligible for based on your role and/or employment type.Regular full-time employees are eligible for benefits - see here.Why AppFolioGrow 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 OpportunityAt 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.