Customer Success Manager II
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Job Description
Customer Success Manager responsible for customer outcomes, retention, and growth at RealPage. Managing enterprise accounts with strategic planning and consultative partnership.
Responsibilities:
- Develop and execute 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.
Requirements:
- Minimum 3 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 ~125 upper SMB, 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.
- Strong executive presence with the ability to influence and engage senior leaders across a matrixed organization.
- 5+ years of experience in a SaaS environment with a strong understanding of subscription economics, customer lifecycle, and value realization.
- Advanced understanding of marketing strategies, competitive landscapes, and product differentiation.
- 5+ years of experience partnering with Sales, Product, Marketing, and Customer Support to drive customer outcomes.
- Excellent written, verbal, and interpersonal communication skills, including the ability to present to executive audiences.
Benefits:
- Health, dental, and vision insurance.
- Retirement savings plan with company match.
- Paid time off and holidays.
- Professional development opportunities.
- Performance-based bonus based on position.
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