Revenue Operations Manager - Customer Success

About the Role

Join AppFolio 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 seek a strategic thinker with execution ability—a "product manager for our GTM engine" who leverages AI workflows, automation, and data layers to scale customer value creation.

Responsibilities

• 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 to integrate property-level usage telemetry into CRM and Services systems, build automated alerts for dipping adoption thresholds, and establish 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.
• 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 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; determines opportunities and risks through comprehensive analysis of current and future trends.
• Communication: Speaks and writes clearly across levels and audiences to drive cross-functional alignment and execution.
• Organization and Planning: Plans, organizes, and schedules efficiently; 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.
• Analytical Skills & Data Fluency: Structures and processes qualitative or quantitative data, queries product analytics, and links software usage to revenue outcomes.
• Attention to Detail: Ensures important details do not slip through the cracks or derail projects.

Requirements

• 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.

Pay

The reasonably expected compensation for this role is $114,400 - $143,000 base pay. The actual compensation will be determined by factors including skills, education, experience, and internal equity. This range does not include additional benefits or discretionary bonuses.

Benefits

Regular full-time employees are eligible for benefits, including a comprehensive Total Rewards package. Learn more here.

About AppFolio

AppFolio is the technology leader powering the future of the real estate industry. Our innovative platform and trusted partnership enable customers to connect communities, increase operational efficiency, and grow their business. We foster a culture of high performance, continuous learning, and meaningful impact, where hybrid work feels flexible, personal, and connected.

• Grow: Deliver results and seize opportunities for growth with compelling total rewards.
• Learn: Invest in your potential through coaching, mentorship, and skill development.
• Impact: Innovate with purpose to create effortless, magical experiences for communities.
• Connect: Excel in hybrid work through collaboration, celebration, and connection.