Adoption Specialist

Sr. Product Adoption Specialist (Affordable Housing) 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. One in which every experience feels effortless, yet meaningful. Where customers are empowered to take 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 Senior Product Adoption Specialist for Affordable Housing is a high-impact role dedicated to helping our customers realize the full value of AppFolio’s solutions at scale. The Senior Specialist acts as a guide who architects success for customers across the adoption journey. You will ensure new customers successfully navigate early use milestones like their first voucher submissions—while also serving as the premier expert for existing customers facing complex regulatory hurdles. This role serves as the trusted bridge between our product, our largest customers, and state/federal agencies, directly impacting AppFolio's growth in the mixed-portfolio market. Your Impact Strategic Adoption: Ensure customers successfully master Affordable Housing tools to realize full product value and drive long-term loyalty. Scalable Architecture: Develop high-impact resources such as playbooks and lead webinars that empower the broader team to drive adoption across a high volume of units. Internal Consultancy: Act as a key bridge for Product, Sales, and Customer Care teams, providing the voice of the customer to influence software improvements. Proactive Intervention: Use segment data to identify trends in unhealthy behavior and design initiatives to prevent systemic issues before they occur. SME Support: Serve as the subject matter expert for HAP vouchers, TRACS submissions, LIHTC reporting, Tenant Income Certification, and HUD forms. Best Practice Guidance: Lead customers through post-onboarding milestones to ensure certification and subsidy management are set up for long-term success. Qualifications Customer Obsessed: Proactively identifies and implements strategies to enhance the customer experience at scale. Acts as a guide who architects success across the adoption journey, ensuring customers realize full product value and long-term loyalty through expert, proactive insights. Raise the Bar: Multiplies the strengths of others by leading by example and fostering a culture of coaching and collaboration. Improves the performance of the whole team by sharing deep domain knowledge and building better internal processes and scalable resources. Business Acumen: Understands the mechanics and economics of the Affordable Housing industry. Uses data to identify trends in "unhealthy" customer behavior across the segment and designs proactive initiatives to prevent systemic issues. Strategy & Innovation: Acts without being told what to do; brings new ideas to the table with a scalable implementation plan. Develops high-impact adoption resources—such as playbooks and webinars—that empower the broader team to drive adoption across a high volume of units. Consultative Communication: Speaks and writes articulately in a variety of settings, with an intuitive ability to adjust messages for various audiences. Acts as a "trusted bridge" between our customers and internal teams, translating complex regulatory requirements into clear, actionable feedback for Product and Engineering. Security & Compliance: Sharp, capable, and agile; deals with complex federal and state requirements comfortably. Simplifies intricate HUD/LIHTC regulations into clear, actionable workflows that make compliance feel effortless for our customers. Must Have 5+ years of experience in Affordable Housing compliance (HUD and LIHTC). Advanced knowledge of TRACS, voucher submissions, and state-specific LIHTC reporting. Proven ability to manage a high volume of units/tasks while maintaining a focus on long-term adoption goals. Exceptional ability to explain complex regulatory requirements to both executive-level customers and internal stakeholders. A "multiplier" mentality—someone who improves the performance of the whole team by sharing knowledge and building better processes. Experience partnering cross-functionally with Product and Engineering to influence product improvements based on customer needs and adoption trends Able to communicate clearly and concisely with team, manager, and customers via phone, chat, and email. The compensation that we reasonably expect to pay for this role is: $80,000 - $90,000 [base pay]. The actual compensation for this role will be determined by a variety of factors, including but not limited to the candidate’s skills, education, experience, and internal equity. 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. #J-18808-Ljbffr