AppFolio is more than a company. We’re a community of dreamers, big thinkers, problem solvers, active listeners, and multipliers. At every opportunity, we set the pace while delivering innovation built to carry real estate into the future. One in which every experience feels effortless, yet meaningful. Where customers are empowered to take on any opportunity. We show up as one team, connected by our values to be a force for good. Because together, we have the power to create extraordinary outcomes for our customers, our communities, and ourselves.
The Sr. Manager, Technical Account Management will lead and empower the Technical Account Management (TAM) team as strategic technical advisors, ensuring our top-tier customers achieve their critical business objectives and realize maximum value through our solutions. This leadership role will drive proactive technical engagement, cultivate strong partnerships, and optimize our processes to enhance customer experience, improve retention, and ultimately generate new revenue streams through innovative technical account management offerings, directly contributing to scalable company growth.
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Your impact
- Own Technical Account Management Strategy: Own, refine, expand and drive the strategy for technical account management, to directly support strategic customer adoption, performance, growth and retention.
- Enhance Operational Efficiency: Establish scalable processes, standardized technical documentation and data-driven decision making leveraging Vitally, Gong, and other tools for the TAM team.
- Influence Product Development: Represent the technical needs of strategic customers, providing data-driven insights to influence product roadmaps and address key challenges.
- Lead & Develop a High-Performing Team: Empower a high-performing TAM team by setting clear expectations, driving performance, nurturing development, defining growth paths, and strategically building capacity.
- Expand TAM Offerings: Strategically develop and scale new technical offerings to address evolving customer needs, drive broader adoption of advanced features, enhance customer retention and expansion, and unlock new revenue streams, strengthening our competitive advantage.
- Improve Customer Retention: Increase retention and reduce churn within our Horizon and Dedicated upmarket segments through proactive technical engagement and value realization.
- Increase Product Adoption & Expansion: Drive deeper adoption of key product features, integrations, and new releases, leading to increased customer value and the identification of upsell and cross-sell opportunities.
- Increase Team Efficiency & Scalability: Develop and implement scalable processes and resources to effectively manage a growing number of strategic customers.
- Drive Revenue Generation: Successfully launch and grow revenue-generating monetized technical Customer Success offerings.
Key Strategic Initiatives
2025
- Service Design – Define and Own Roles & Responsibilities in collaboration with CxC and Onboarding to enhance Service Design and deliver an elevated customer experience.
- Performance References & Demonstrating ROI – Partner across CS&G to launch the Strategic Account ROI initiative and build Performance References.
- Scaling the TAM Model – Expand TAM support to the Dedicated team (who service Corp/Horizon customers), balancing engagement with efficiency.
2026
- Cross-Product Strategy Integration – Create a seamless Customer Success experience for customers using both APM and IM product lines.
- Enterprise-Level Consultation – Enhance technical solutions and drive performance outcomes for sophisticated accounts.
- Unlocking New Revenue Streams – Design, validate, and launch monetized technical success offerings to reinvest in team growth.
Qualifications
- 10+ years of experience in professional services, customer success, solutions architecture, or technical account management role(s).
- 7+ years of experience leading and managing high-performing Customer Success or senior technical teams, including hiring, mentoring, and performance management.
- Strong understanding of SaaS platforms, enterprise software, and complex technical architectures.
- Proven ability to develop and execute technical customer success strategies for upmarket clientele.
- Excellent communication (written and verbal), presentation, and interpersonal skills, with the ability to effectively communicate technical concepts to both technical and non-technical audiences, including executive stakeholders.
- Strong analytical skills and the ability to leverage data to identify trends, measure impact, and drive decision-making.
- Ability to build strong relationships with customers and internal stakeholders across all levels of the organization.
- Experience with CRM and customer success management platforms (e.g., Salesforce, Gainsight, Vitally).
- Challenger Coaching Certification(s) preferred.
- Experience developing and launching new services or offerings is highly desirable.
- Experience in the real estate technology industry is a plus.
- Bachelor's degree in a relevant field or equivalent practical experience.
- Ability to travel occasionally, as needed.
Location
Find out more about our locations by visiting our site.
Compensation & Benefits
The base salary/hourly wage that we reasonably expect to pay for this role is: $138,400-$173,000.
The actual base salary/hourly wage 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/commissions that you may be eligible for based on your role and/or employment type.
Regular full-time employees are eligible for benefits - see here.