SVP, Client Services

Description

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.

We’re looking for a strategic, customer-obsessed Senior Vice President of Services to lead our growing Services organization - spanning Customer Care, Customer Success, & Onboarding. Reporting directly to the Chief Revenue Officer, this leader will oversee a talented team of more than 300 people that powers exceptional customer experiences at every stage of the customer journeyAs SVP of Services, you’ll be responsible for leading a world-class experience across every interaction, ensuring seamless onboarding, adoption, value delivery, and long-term retention. You’ll partner closely with our SVP of Sales and Chief Marketing Officer to build a true center of excellence for the entire customer journey - from the moment they join AppFolio to every stage of their growth with us.This is a unique opportunity to architect and scale a customer-centric organization. We’re seeking a leader with the vision to think big, the operational rigor to design for scalability, and the leadership presence to inspire and grow a high-performing team.What You’ll Do

• 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

What We’re Looking For

• 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.

Competencies:

• 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.

LocationFind out more about our locations by visiting our .Compensation & BenefitsThe compensation that we reasonably expect to pay for this role is: $280,000 - $350,000 [base pay]. The actual compensation for this role will be determined by a variety of factors, including but not limited to the candidate’s skills, education, experience, and internal equity.Please note that compensation is just one aspect of a comprehensive Total Rewards package. The compensation range listed here does not include additional benefits or any discretionary bonuses you may be eligible for based on your role and/or employment type.Regular full-time employees are eligible for benefits - .

About AppFolio

AppFolio is the technology leader powering the future of the real estate industry. Our innovative platform and trusted partnership enable our customers to connect communities, increase operational efficiency, and grow their business. For more information about AppFolio, visit appfolio.com.

Why AppFolio

Grow | 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.