- Company Name
- AppFolio
- Job Title
- SVP, Client Services
- Job Description
-
**Job Title**
SVP, Client Services
**Role Summary**
Lead a global customer experience organization of 300+ employees across Customer Care, Success, and Onboarding. Drive revenue retention, adoption, and expansion while designing a scalable, customer‑centric operating model that aligns with Sales, Marketing, and Revenue Operations.
**Expectations**
- Deliver measurable improvements in NPS, CSAT, churn, renewal, and expansion metrics.
- Scale the Services organization efficiently during high‑growth phases.
- Partner with executive leadership to shape strategy and secure resources.
- Foster a culture of accountability, collaboration, and continuous improvement.
**Key Responsibilities**
- Oversee all customer‑journey functions, ensuring seamless onboarding, adoption, support, and renewal processes.
- Own revenue retention and expansion, collaborating with Sales/AM on renewals, pricing, and cross‑sell opportunities.
- Design and implement organizational structures, playbooks, and systems that support scalability and quality.
- Define, track, and report KPIs (retention, churn, LTV, CSAT/NPS) to internal stakeholders and the board.
- Mentor and develop senior leaders within the Services organization.
- Represent customer voice at executive and board levels to influence product, go‑to‑market, and financial decisions.
**Required Skills**
- 15+ years of senior leadership in Client Services, Customer Success, or a comparable field, preferably SaaS.
- Proven success scaling multi‑functional teams of 250+ employees.
- Expertise in organizational design, process optimization, and system implementation.
- Strong data‑driven mindset with experience delivering on retention, adoption, and LTV metrics.
- Executive‑level communication, influence, and board‑presenting skills.
- Customer‑centric culture champion with talent‑building and high‑performance team development skills.
**Required Education & Certifications**
- Bachelor’s degree in Business, Marketing, Operations, or related field (Master’s preferred).
- Relevant certifications (e.g., Certified Customer Success Manager, Six Sigma, or similar) are a plus.