RealPage, Inc.
Customer Success Manager II
- Compensation
- Not disclosed
- Location
- Remote, MA, US
- Work setup
- Remote
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- 2+ years
- Category
- Customer success
- Posted
Skills
Must have
- Minimum 5 years of experience in Customer Success or other revenue‑driving, customer‑facing roles, ideally within a SaaS environment.
- 2+ years of experience generating, qualifying, negotiating, and closing upsell/cross‑sell opportunities.
- Proficiency with Salesforce or similar CRM platforms.
- Bachelors or Masters degree preferred.
- Experience managing a portfolio of ~40 enterprise‑level B2B accounts with complex organizational structures.
- Proven ability to own renewals and expansions, including forecasting, risk mitigation, and value‑based selling in partnership with Sales.
- Demonstrated success driving long‑term strategic account plans, including stakeholder mapping, success planning, and roadmap alignment.
- Strong executive presence with the ability to influence and engage senior leaders across a matrixed organization.
- Skilled at navigating escalations, objections, and sensitive customer conversations with diplomacy and confidence.
Full description
Overview
The Customer Success Manager – Key Accounts is responsible for the performance, growth, and retention of a portfolio of high‑value enterprise customers within an assigned vertical. This role serves as the primary relationship owner, driving customer outcomes through strategic planning, consultative partnership, and proactive value realization. The CSM leads renewal and expansion efforts, aligns customer goals with product capabilities, and ensures long‑term customer satisfaction and success.
Responsibilities
- Develop and execute strategic account plans that translate customer goals and business objectives into actionable initiatives that drive measurable value.
- Build trusted, long‑term relationships with key stakeholders, including senior executives, to influence adoption, expansion, and multi‑year partnership alignment.
- Identify, qualify, and drive upsell and cross‑sell opportunities through consultative recommendations and value‑based selling.
- Analyze customer data, usage trends, and performance benchmarks to uncover insights, risks, and opportunities; partner with Strategy teams to deliver data‑driven recommendations.
- Lead renewal forecasting, risk mitigation, and commercial conversations to meet and exceed quarterly revenue targets.
- Serve as a strategic advisor with advanced knowledge of marketing strategies, competitive landscapes, and product differentiation.
- Collaborate cross‑functionally with Sales, Product, Marketing, and Customer Support to ensure seamless customer experiences and advocate for customer needs.
- Manage escalations with sound judgment, ensuring timely resolution and clear communication across internal and external stakeholders.
- Maintain accurate, up‑to‑date account information, forecasts, and activity records in Salesforce.
- Represent the company at customer meetings, industry events, and association conferences as needed (up to 10% travel).
- Participate in internal program meetings and contribute insights that support the broader Customer Success organization.
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Qualifications
Required:
- Minimum 5 years of experience in Customer Success or other revenue‑driving, customer‑facing roles, ideally within a SaaS environment.
- 2+ years of experience generating, qualifying, negotiating, and closing upsell/cross‑sell opportunities.
- Proficiency with Salesforce or similar CRM platforms.
- Bachelors or Masters degree preferred.