Customer Success Manager II

RealPage, Inc. • Boston, MA

10d • $30 - $50 • Remote

About The Position

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. The 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 supports long-term customer satisfaction and success. The position may require travel of up to 10%.

Requirements

• At least 5 years of experience in Customer Success or another revenue-driving, customer-facing role; ideally in a SaaS environment.
• At least 2 years of experience generating, qualifying, negotiating, and closing upsell or 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 developing strategic account plans, including stakeholder mapping, success planning, and roadmap alignment.
• Strong executive presence and ability to influence and engage senior leaders across a matrixed organization.
• Ability to navigate escalations, objections, and sensitive customer conversations with diplomacy and confidence.
• At least 5 years of SaaS experience and a strong understanding of subscription economics, the customer lifecycle, and value realization.
• Ability to translate technical, operational, and business concepts to suit customer needs and product usage.
• Advanced understanding of marketing strategies, competitive landscapes, and product differentiation.
• At least 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, including virtual, environment.
• Experience sharing customer insights with 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.
• Comfort using CRM tools and customer success platforms to manage workflows, forecast renewals, and track account health.
• Excellent written, verbal, and interpersonal communication skills, including presentation skills for executive audiences.
• Strong relationship-building skills and ability to become a trusted advisor to customers and internal stakeholders.
• Strong organizational and time-management skills to prioritize a high-volume, high-touch book of business.
• Detail-oriented, self-motivated, proactive, and consistent in follow-through.
• The employee must be able to operate a personal computer and express or exchange ideas using spoken language.
• May be required to sit and/or stand for long periods and lift or move 10 or more pounds.

Nice To Haves

• A bachelor's or master's degree is preferred.
• Industry certifications such as NARPM or CAI are highly desired.

Responsibilities

• Develop and execute strategic account plans that turn customer goals and business objectives into actionable initiatives and measurable value.
• Build 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 identify insights, risks, and opportunities; partner with Strategy teams on 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 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 with internal and external stakeholders.
• Maintain accurate, current account information, forecasts, and activity records in Salesforce.
• Represent the company at customer meetings, industry events, and association conferences as needed, with up to 10% travel.
• Participate in internal program meetings and contribute insights to the broader Customer Success organization.
• Attend industry events, trade shows, and association meetings, including evenings or weekends as needed.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Retirement savings plan with company match
• Paid time off
• Paid holidays
• Professional development opportunities
• Position-based performance bonus; additional annual bonus or sales incentives may apply depending on the role, applicable plan, and individual performance.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed