Customer Success Manager II

🔥 18 hours ago

🍂 Massachusetts – Remote

🍂 Massachusetts – Remote

💵 $70.7k - $120.3k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

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RealPage, Inc.

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

💼 Consulting

📦 Logistics

📣 Marketing

💰 $18.6M Post-IPO Equity - RealPage on 2022-01

Consulting • Logistics • Marketing

RealPage, Inc. is a provider of property management software and services focused on the rental housing and broader real estate markets. The company offers cloud-based (SaaS) platforms and AI-driven tools for leasing, resident experience, revenue and financial management, utility and sustainability, vendor and spend management, smart building integrations, and analytics—serving multifamily, affordable, student, senior, single-family and commercial property operators. RealPage’s solutions are designed for property management companies, owners, investors and vendors to streamline operations, increase revenue, and improve the resident experience.

📋 Description

• Develop and execute strategic account plans translating customer goals and business objectives into actionable initiatives. • Build trusted relationships with key stakeholders and senior executives to drive adoption, expansion, and multi-year partnerships. • Identify, qualify, and drive upsell and cross-sell opportunities through consultative, value-based recommendations. • Analyze customer data, usage trends, and performance benchmarks to identify insights, risks, and opportunities. • Partner with Strategy teams to deliver data-driven recommendations. • Lead renewal forecasting, risk mitigation, and commercial conversations to meet or exceed quarterly revenue targets. • Serve as a strategic advisor on marketing strategies, competitive landscapes, and product differentiation. • Collaborate with Sales, Product, Marketing, and Customer Support to ensure seamless customer experiences and advocate for customer needs. • Manage escalations and ensure timely resolution and clear stakeholder communication. • Maintain accurate account information, forecasts, and activity records in Salesforce. • Represent the company at customer meetings, industry events, and association conferences, with up to 10% travel. • Participate in internal program meetings and contribute insights to the broader Customer Success organization.

🎯 Requirements

• 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. • Experience managing a portfolio of approximately 40 enterprise-level B2B accounts with complex organizational structures. • Experience owning renewals and expansions, including forecasting, risk mitigation, and value-based selling in partnership with Sales. • Demonstrated success driving strategic account plans, stakeholder mapping, success planning, and roadmap alignment. • Strong executive presence and ability to influence and engage senior leaders across a matrixed organization. • Experience navigating escalations, objections, and sensitive customer conversations. • 5+ years of experience in a SaaS environment, with understanding of subscription economics, customer lifecycle, and value realization. • Ability to translate technical, operational, and business concepts according to customer needs and product usage. • Advanced understanding of marketing strategies, competitive landscapes, and product differentiation. • 5+ years of experience partnering with Sales, Product, Marketing, and Customer Support. • Ability to influence without authority and work effectively in a cross-matrixed environment, including virtual collaboration. • Experience providing customer insights to inform product development and go-to-market strategy. • Ability to analyze customer data, usage patterns, and business metrics. • Comfort using Salesforce and customer success platforms to manage workflows, forecast renewals, and track account health. • Excellent written, verbal, and interpersonal communication skills, including presenting to executive audiences. • Strong relationship-building skills. • Strong organizational and time-management skills for prioritizing a high-volume, high-touch book of business. • Detail-oriented, self-motivated, proactive, and consistent follow-through. • Willingness to attend industry events, trade shows, and association meetings, including evenings/weekends as needed. • Industry certifications such as NARPM or CAI highly desired. • Bachelor's or Master's degree preferred.

🏖️ 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. • Certain roles are eligible for additional rewards, including annual bonus and sales incentives, depending on the applicable plan, role, and individual performance.