Customer Success Manager II

RealPage is hiring a Customer Success Manager II to manage and grow a portfolio of high-value enterprise customers. The role owns strategic account planning, customer outcomes, renewals, and expansion opportunities while collaborating across teams to drive retention and long-term customer 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

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 ~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
• 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
• 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
• 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
• 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
• 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
• Bachelors or Masters degree preferred
• Industry certifications (e.g., NARPM, CAI) highly desired