Customer Success Manager

  • WegoWise by AppFolio
  • Boston, MA, USA
  • 06 Feb, 2019
Full time Sustainability Jobs Environmental Jobs Water Jobs

Job Description

What We're Looking For:

WegoWise by AppFolio is looking for a Customer Success (CS) Manager to ensure customer satisfaction for our growing customer base. This role ensures customer satisfaction by engaging post-contract closing and throughout the duration of the subscription period with onboarding, data analysis, technical support, product training and additional processes. CS Managers maximize customer lifetime value and perform proactive outreach to existing customers throughout the duration of the subscription period. Primary success metrics are retention of existing revenue, contract expansion, and platform utilization.

This role reports to the Senior Manager of CS, is a member of the CS team, and collaborates closely with all departments, including Sales, Product, Marketing, and Engineering.  Within WegoWise, CS Managers represent the voice of the customer, identifying and quantifying the key factors for their success and working to integrate customer needs into current and future WegoWise product offerings.  

What You'll Do:

  • Proactively manage a portfolio of assigned accounts so that customers achieve their business objectives for purchasing WegoWise’s platform
  • Manage the renewal process, collaborating with Sales and Marketing to identify customer expansion opportunities
  • Effectively onboard customer building and utility information into WegoWise’s platform
  • Conduct regular consultative calls to increase platform utilization and customer satisfaction
  • Perform customer training for multiple stakeholders* via GoToMeeting
  • Manage opportunity tracking and reporting in Salesforce for stage tracking and internal revenue reporting
  • Build and maintain key relationships across customer organizations, including C-Suite, asset managers, financial analysts, underwriters, sustainability professionals, and consultants
  • Monitor insights within customer accounts and identify opportunities to drive deeper engagement in customer efficiency and reporting goals
  • Showcase customer success and develop customer advocates for WegoWise market development
  • Effectively and quickly solve ad hoc customer issues, requests, and questions
  • Assist with special projects when applicable to skills and bandwidth
  • Provide continuous customer feedback to Product, Marketing, and Engineering
  • Adopt and contribute to best practices and process improvements when applicable
  • Please note, the job may include some travel for in-person training or onboarding

What You'll Need to Know: 

  • Bachelor’s degree
  • 2-4 years of professional experience working in a customer-facing role
  • Experience in a startup or a company focused on data/analytics
  • Interest in energy efficiency, real estate, mortgage lending, utility or building management, sustainability, power sectors, a plus
  • Strong problem-solving and analytical skills. Technical aptitude and ability to learn web applications and software platforms
  • Intermediate to expert skills in Microsoft Suite, Salesforce and/or other CRM platforms
  • A constant and self-imposed drive to exceed goals
  • Well-organized and able to manage and prioritize multiple accounts and assignments simultaneously
  • Adapt well to frequently changing systems and workloads, creative and flexible, and can thrive in a fast-paced environment
  • Excellent written and verbal communication skills
  • Commitment to our vision, mission, and values
  • Location: Boston, MA

Who We Are: 

Over ten years ago, we launched AppFolio (NASDAQ: APPF) to revolutionize the way small and medium-sized businesses grow and compete. Today our software solutions serve the property management and legal industries.  At the heart of our products and services is a talented and agile team that understands the importance of a 100% customer focus.

With offices in Santa Barbara, Dallas, Boston, and San Diego, our business is built for long term success fueled by happy, loyal customers and a team of AppFolians who contribute to our great culture every day.

WegoWise by AppFolio is a mission-driven for-profit company, striving to reduce energy and water use in buildings. Buildings represent 40% of all US-based energy use. WegoWise provides utility benchmarking and building retrofit measurement & verification services, building performance monitoring, sustainability compliance reporting, and analytics that provide useful, actionable information to make more informed operational and long term real estate investment decisions. Our mission is to catalyze environmental, social and economic sustainability in the built environment.

To learn more about AppFolio and our company values check out our profile on The Muse!

Why AppFolio?

  • Competitive Compensation
  • Medical, Dental, Vision, and a 401k Match
  • Amazing company culture: focus on a complete lifestyle
  • Recharge: 20 Days PTO + 9 Paid Holidays
  • Built to last: Grow your career in an innovative, public company
  • Make an impact: your work plays a key role in transforming our customers’ businesses
  • Love your team members: co-workers are often friends too
  • Offices stocked with healthy snacks, games, and goodies
  • A commitment to health/wellness including onsite fitness classes
  • Give back to your team and your community