AppFolio · 1 day ago
Manager, Onboarding Services
United States
Full-time
Remote
Mid, Senior Level
$104K/yr - $156K/yr
5+ years expAppFolio is a technology leader powering the future of the real estate industry. The Manager of Onboarding Services will develop and coach the Performers Onboarding team, ensuring top performance and a seamless customer onboarding experience.
AnalyticsComputerInformation TechnologyProperty ManagementPropTechSaaSSoftwareWeb Hosting
Responsibilities
Lead, mentor, and manage a team of Performers Onboarding Specialists, fostering a high-performance culture focused on customer satisfaction and operational excellence
Manage daily team workflows, priorities, and resource allocation to ensure timely and effective onboarding execution
Conduct regular one-on-one meetings, performance reviews, and career development planning for team members
Define and track key performance indicators (KPIs) and operational metrics for the Performers Onboarding function, reporting on progress and outcomes to leadership
Own and continually enhance the overall customer onboarding journey for Performers, ensuring it is efficient, engaging, and sets customers up for long-term success
Gather customer feedback and translate insights into actionable improvements for the onboarding process and internal workflows
Act as an escalation point for complex or high-priority onboarding issues
Define a strategic roadmap for scaling the Performers Onboarding process to handle increasing volume without compromising quality
Identify, design, and execute opportunities for significant process efficiencies, standardization, and automation
Collaborate closely with Product and Engineering teams to define and prioritize product enhancements and technology solutions that streamline onboarding
Develop and maintain comprehensive documentation, training materials, and Standard Operating Procedures (SOPs) for the team and for customer-facing resources
Work closely with Sales, Services, Product, and Operations teams to ensure smooth handoffs, alignment on customer needs, and consistency across the customer lifecycle
Serve as the subject matter expert for the Performers onboarding process within the organization
Qualification
Required
BA/BS degree or equivalent work experience
5 or more years of experience in Customer Success, Onboarding, Operations, or a related client-facing role
2 or more years of direct people management experience, leading and mentoring a team
Demonstrated track record of defining and implementing process improvements that resulted in measurable operational efficiencies and/or customer experience improvements
Strong analytical skills with the ability to use data (KPIs, metrics) to drive decisions and manage team performance
Excellent communication, presentation, and interpersonal skills
Excellent time management, organization, and attention to detail
Has a customer-first mindset at all levels of the decision-making process
Proficiency with CRM software (e.g., Salesforce) and project management tools
Preferred
Experience in a high-growth technology or SaaS environment
Familiarity with automation tools or business process management software
Experience collaborating with Product/Engineering teams on feature development related to customer experience or operational tools
Company
AppFolio
AppFolio is a cloud business management solutions provider for the real estate industry.
1001-5000 employees
H1B Sponsorship
AppFolio has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (18)
2024 (24)
2023 (22)
2022 (34)
2021 (51)
2020 (35)
Funding
Current Stage
Public CompanyTotal Funding
$30MKey Investors
Investment Group of Santa BarbaraHeadline
2015-06-26IPO
2013-11-01Series Unknown
2009-08-18Series C· $8M
Leadership Team
Shane Trigg
President and CEO
Tim Eaton
Chief Financial Officer
Recent News
2025-11-25
Company data provided by crunchbase