Manager, Onboarding Services

Overview

Hi, We’re App Folio.

App Folio 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.

The Manager of Onboarding Services - Performers will be responsible for developing and coaching the Performers Onboarding team, ensuring top performance, best practices, and efficient daily operations. They will also own and drive strategic outcomes for a seamless, high-quality customer onboarding experience, while driving scale and automation via process efficiencies and technology. The ideal candidate is a passionate, motivating leader with a strong background in customer success, operations, process improvement, and people management.

• Team Leadership and Management
  • 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.
• Customer Experience Enhancement
  • 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.
• Strategic Scaling and Automation
  • 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.
• Cross-Functional Collaboration
• 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.

• 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.

• 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.

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