Customer Success Manager II

RealPage, Inc.; Northern (KY); Hybrid; USD 71,000 - 120,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

Retirement savings plan with company 


Paid time off and holidays

Professional development opportunities

Performance-based bonus

Job summary

RealPage, Inc. is seeking a Customer Success Manager for a portfolio of high‑value enterprise customers. You will own renewals and expansions, develop strategic account plans, and act as the main relationship owner with senior executives.

Close collaboration with Sales, Product, Marketing, and Support is required to drive value realization. You will analyze usage data to identify risks and opportunities, and travel up to 10% for customer meetings and events as needed.

Qualifications

• Minimum 5 years of experience in Customer Success or other revenue‑driving, customer‑facing roles.
• 2+ years of experience generating, qualifying, negotiating, and closing upsell/cross‑sell opportunities.
• Proficiency with Salesforce or similar CRM platforms.
• Bachelor’s or Masters degree preferred.

Responsibilities

• Develop strategic account plans that translate customer goals into initiatives.
• Build trusted relationships with senior stakeholders to influence adoption and expansions.
• Identify and drive upsell and cross‑sell opportunities through value‑based selling.
• Analyze usage data and performance benchmarks to uncover insights and risks.
• Lead renewal forecasting and manage risk to meet revenue targets.
• Collaborate across Sales, Product, Marketing, and Support for seamless customer experiences.

Skills

Customer leadership

Executive presence

Relationship building

Cross-functional partner

Data-driven decisions

Education

Bachelor's or Master's degree

Tools

Salesforce

Job 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.

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.

#LI-AP4

#LI-REMOTE

KNOWLEDGE/SKILLS/ABILITIES

Required:

Customer & Account Leadership

• 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.

Business, Product & Industry Expertise

• 5+ years of experience in a SaaS environment with a strong understanding of subscription economics, customer lifecycle, and value realization.
• Ability to translate technical, operational, and business concepts depending on customer needs and product usage.
• Advanced understanding of marketing strategies, competitive landscapes, and product differentiation.
• Industry certifications (e.g., NARPM, CAI) highly desired.

Cross‑Functional Collaboration

• 5+ years of experience partnering with Sales, Product, Marketing, and Customer Support to drive customer outcomes.
• Ability to influence without authority and work effectively in a cross‑matrixed environment, including virtual collaboration.
• Experience providing customer insights to internal teams to inform product development and go‑to‑market strategy.

Data‑Driven Decision Making

• Ability to analyze customer data, usage patterns, and business metrics to identify risks, opportunities, and expansion potential.
• Comfortable using CRM tools (Salesforce) and customer success platforms to manage workflows, forecast renewals, and track account health.

Communication & Relationship Building

• Excellent written, verbal, and interpersonal communication skills, including the ability to present to executive audiences.
• Strong relationship‑building skills with the ability to become a trusted advisor to customers and internal stakeholders.

Operational Excellence

• Strong organizational and time‑management skills with the ability to prioritize a high‑volume, high‑touch book of business.
• Detail‑oriented, self‑motivated, and proactive with consistent follow‑through.
• Willingness to attend industry events, trade shows, and association meetings (including evenings/weekends as needed).

Physical Demands and Working Conditions

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; talk or hear. The employee must have the ability to operate a personal computer and express or exchange ideas utilizing the spoken word. May be required to sit and/or stand for long periods. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. May be required to lift or move 10+ pounds.

SALARY AND BENEFITSRealPage provides a competitive salary package along with a comprehensive benefit plan that includes:

• 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.

Compensation may vary depending on your location, qualifications including job-related education, training, experience, licensure, and certification, that could result at a level outside of these ranges. Certain roles are eligible for additional rewards, including annual bonus, and sales incentives depending on the terms of the applicable plan and role as well as individual performance.Equal Opportunity Employer: RealPage Company is an equal opportunity employer and committed to creating an inclusive environment for all employees.

Pay Range

USD $70,700.00 - USD $120,300.00 /Yr.