Job Description

Join to apply for the Revenue Operations Manager role at AppFolio Description What we’re looking for At AppFolio, we paddle as one. We ride and make waves together, with a relentless focus on building great products for the way our customers work and live today – and tomorrow. AppFolio is a destination organization where careers are made and accelerated. Here, innovation is a team sport. Join us to lead and support optimizing our customer success processes, systems, and tools with a focus on streamlining internal workflows and data. We are looking for someone who is a strategic thinker matched with the ability to execute. This person should be excited to dive into analyses, modeling, and process improvement with the ability to communicate across levels and audiences to get things done. Your impact: Operational Strategy and Execution: Support the development, execution, and tracking of Customer Success & Growth’s (CS&G) strategy, ensuring alignment across the customer journey. Act as a thought partner and trusted advisor to CS&G senior leadership. Performance Monitoring and Reporting: Partner with leadership to establish and operationalize customer success key performance indicators (KPIs) (e.g., retention, NRR/GRR, CSQLs) and create and manage reporting to track the performance of CS&G teams at all levels (Exec, Director, Manager, Agent). Analyze data to identify trends, opportunities for improvement, and areas of risk. Segmentation & Capacity Management: Design, build, and manage a model that guides resource allocation by segment. Collaborate with Rev Ops & CS&G Leadership to define segment-specific coverage models and activities across the customer lifecycle, linking to revenue outcomes. Workflow Optimization: Identify areas for process improvement, automation, and standardization to enhance efficiency and customer outcomes (e.g., Playbook development for cross-sell/up-sell and expansion). Data, Process & Tooling: Design and maintain core processes such as attainment reporting, churn forecasting, and At Risk Account Reviews. Partner with Rev Tech and BizSystems to streamline operations while providing leadership with insights using tools like Salesforce, Gong, Vitally, Tableau, and Zapier. Cross-Functional Collaboration: Work closely with other GTM organizations and services functions, including Product, Sales, and Marketing, to align on customer needs and ensure a positive customer experience. Competencies: Strategic Thinking & Visionary: Able to see and communicate the big picture; determine opportunities and risks through analysis of current and future trends. Organization and Planning: Efficiently plan, organize, and prioritize to drive results. Proactivity: Act without being told; bring new ideas to the organization. Analytical Skills: Structure and interpret data to draw insights. Attention to Detail: Ensure important details are not overlooked. Communication: Communicate clearly in writing and speaking across all levels. Qualifications: 5+ years experience in Customer Success or Sales Operations teams in SaaS industries Strong understanding of SaaS business models and customer lifecycle management Experience with CRM systems (e.g., Salesforce, HubSpot), helpdesk software (e.g., Zendesk, Intercom), and customer success platforms (e.g., Gainsight, Vitally) Familiarity with various CS models including Strategic, Dedicated, and Digital/Scaled Excellent analytical and problem-solving skills with data-driven decision-making ability Note: The original lengthy content has been condensed for clarity and focus on key responsibilities, qualifications, and competencies, removing repetitive and irrelevant details while maintaining the essence of the job description. #J-18808-Ljbffr AppFolio

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