AppFolio
SVP, Client Services – AppFolio
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, where every experience feels effortless and meaningful. Customers are empowered to take on any opportunity, and we show up as one team, connected by our values to be a force for good. 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, and 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 journey.
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 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.
Organizational Design & Transformation: Architects, transforms, and efficiently scales a large, multi‑functional Services organization during high‑growth phases.
Executive Alignment & Influence: Builds immediate trust and credibility with the executive team and Board of Directors, champions the voice of the customer, and translates deep customer insights into actionable company strategy.
Operational Excellence: Establishes and enforces a robust operational framework, utilizing key performance indicators like retention, adoption, CSAT/NPS, and LTV.
Performance Excellence: Recruits, develops, coaches, and retains top senior leaders and managers, cultivating a high‑performing culture defined by ownership, accountability, and continuous improvement.
Technology Innovation: Continuously evaluates and integrates emerging technologies (e.g., AI, automation) and modern service models to enhance organizational efficiency and elevate the quality and personalization of customer interactions.
Location Find out more about our locations by visiting our site.
Compensation & Benefits The compensation that we reasonably expect to pay for this role is: $240,000 – $300,000 (base pay). The actual compensation will be determined by a variety of factors, including but not limited to the candidate’s skills, education, experience, and internal equity. This range does not include additional benefits or discretionary bonuses that you may be eligible for based on your role and/or employment type. Regular full‑time employees are eligible for benefits—see our benefits page.
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.
Why AppFolio
Grow
– We enable a culture of high performance, where delivering results is recognized with opportunities for growth and a compelling total rewards package.
Learn
– We partner with you to realize your potential by investing in you from the start, providing coaching, mentorship, and 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.
Connect
– We excel at hybrid work by fostering an environment that feels flexible, personal, and connected no matter where we are.
Statement of Equal Opportunity
At AppFolio, we value diversity in backgrounds and perspectives and depend on it to drive our innovative culture. That’s why we’re a proud Equal Opportunity Employer, and we believe that our products, our teams, and our business are stronger because of it. This means that no matter what race, color, religion, sex, sexual orientation, gender identification, national origin, age, marital status, ancestry, physical or mental disability, or veteran status, you’re always welcome at AppFolio.
Seniority Level Executive
Employment Type Contract
Job Function Business Development and Sales
Industries Software Development
Referrals increase your chances of interviewing at AppFolio by 2x.
Get notified about new Senior Vice President Client Services jobs in San Francisco, CA.
#J-18808-Ljbffr
We’re looking for a strategic, customer‑obsessed Senior Vice President of Services to lead our growing Services organization—spanning Customer Care, Customer Success, and 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 journey.
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 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.
Organizational Design & Transformation: Architects, transforms, and efficiently scales a large, multi‑functional Services organization during high‑growth phases.
Executive Alignment & Influence: Builds immediate trust and credibility with the executive team and Board of Directors, champions the voice of the customer, and translates deep customer insights into actionable company strategy.
Operational Excellence: Establishes and enforces a robust operational framework, utilizing key performance indicators like retention, adoption, CSAT/NPS, and LTV.
Performance Excellence: Recruits, develops, coaches, and retains top senior leaders and managers, cultivating a high‑performing culture defined by ownership, accountability, and continuous improvement.
Technology Innovation: Continuously evaluates and integrates emerging technologies (e.g., AI, automation) and modern service models to enhance organizational efficiency and elevate the quality and personalization of customer interactions.
Location Find out more about our locations by visiting our site.
Compensation & Benefits The compensation that we reasonably expect to pay for this role is: $240,000 – $300,000 (base pay). The actual compensation will be determined by a variety of factors, including but not limited to the candidate’s skills, education, experience, and internal equity. This range does not include additional benefits or discretionary bonuses that you may be eligible for based on your role and/or employment type. Regular full‑time employees are eligible for benefits—see our benefits page.
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.
Why AppFolio
Grow
– We enable a culture of high performance, where delivering results is recognized with opportunities for growth and a compelling total rewards package.
Learn
– We partner with you to realize your potential by investing in you from the start, providing coaching, mentorship, and 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.
Connect
– We excel at hybrid work by fostering an environment that feels flexible, personal, and connected no matter where we are.
Statement of Equal Opportunity
At AppFolio, we value diversity in backgrounds and perspectives and depend on it to drive our innovative culture. That’s why we’re a proud Equal Opportunity Employer, and we believe that our products, our teams, and our business are stronger because of it. This means that no matter what race, color, religion, sex, sexual orientation, gender identification, national origin, age, marital status, ancestry, physical or mental disability, or veteran status, you’re always welcome at AppFolio.
Seniority Level Executive
Employment Type Contract
Job Function Business Development and Sales
Industries Software Development
Referrals increase your chances of interviewing at AppFolio by 2x.
Get notified about new Senior Vice President Client Services jobs in San Francisco, CA.
#J-18808-Ljbffr