SVP, Client Services

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.

• Lead and inspire a 300+ person Services organization across Customer Care, Customer Success, and Onboarding, driving measurable impact on customer retention, product adoption, and growth.
  
  
• Drive revenue retention and expansion by empowering the Customer Success organization to own renewals, contract negotiations, and expansion opportunities. Partner closely with Sales and Account Management to execute co-owned revenue targets, leverage playbooks for expansion motions, and align on pricing, packaging, and deal structures that maximize customer lifetime value.
• Partner with Sales, Revenue Operations, and Marketing leaders to design a connected, seamless customer journey and a unified customer experience.
  
  
• Architect and optimize organizational structures, playbooks, systems, and processes to deliver measurable impact, scale efficiently, and maintain world-class standards.
  
  
• Define and measure success with clear goals and metrics tied to customer satisfaction, adoption, retention, and lifetime value.
  
  
• Develop and mentor senior leaders while cultivating a culture of accountability, collaboration, & innovation.
  
  
• Represent the voice of the customer at the executive and board level, ensuring insights shape company strategy and priorities.
  
  
• Champion initiatives that strengthen customer trust and loyalty while driving meaningful business outcomes and scaling operations to support future growth
  
  

• 15+ years of leadership experience in Client Services, Customer Success, or related areas - ideally within SaaS or technology-driven companies.
  
  
• Proven success leading and scaling large, complex organizations (250+ employees) across multiple functions.
  
  
• Deep experience in organizational design and transformation during high-growth phases.
  
  
• A customer-first mindset with a track record of driving improvements in adoption, retention, and lifetime value.
  
  
• Exceptional talent builder - you know how to inspire, grow, and retain top talent.
  
  
• Strong operational expertise, with experience implementing systems, processes, and metrics that scale.
  
  
• Executive presence & collaboration skills to build d trusted partnerships across the business and influence at the board level.
  
  

• Customer Journey Architect: Designs, integrates, and governs the end-to-end customer journey (Onboarding, Success, Care) to ensure a seamless, value-driven experience that directly translates to increased adoption, retention, and Customer Lifetime Value (LTV). This involves unifying disparate functions into a single, cohesive strategy.
• Organizational Design & Transformation: Architects, transforms, and efficiently scales a large, multi-functional Services organization during high-growth phases. Demonstrates the operational rigor to optimize organizational structure, roles, and resource allocation to support future growth and maintain service quality.
• Executive Alignment & Influence: Builds immediate trust and credibility with the executive team and Board of Directors. Effectively champions the voice of the customer, translating deep customer insights into actionable company strategy, securing necessary resources, and ensuring cross-functional alignment on customer priorities.
• Operational Excellence: Establishes and enforces a robust operational framework, utilizing key performance indicators like retention, adoption, CSAT/NPS, and LTV. Systematically implements processes, tools, and metrics that ensure predictable performance, efficiency, and scalability of service delivery.
• Performance Excellence: A proven ability to recruit, develop, coach, and retain top senior leaders and managers. Cultivates a high-performing culture defined by ownership, accountability, and continuous improvement, serving as an inspiring leader for a large, dispersed team.
• Technology Innovation: Continuously evaluates and integrates emerging technologies (e.g., AI, automation) and modern service models to enhance organizational efficiency, reduce cost-to-serve, and elevate the quality and personalization of customer interactions.

 

Client-provided location(s): Flexible / Remote

Job ID: oYYNyfw1-CvbKYfw8

Employment Type: OTHER

Posted: 2025-10-30T23:32:00