[Remote] Customer Success Manager II - Remote
Note: The job is a remote job and is open to candidates in USA. RealPage, Inc. is a company focused on providing innovative solutions in the real estate sector. They are seeking a Customer Success Manager II to manage a portfolio of high-value enterprise customers, ensuring their growth and retention through 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
- 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
Skills
- 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
- 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
- Willingness to attend industry events, trade shows, and association meetings (including evenings/weekends as needed)
- Industry certifications (e.g., NARPM, CAI) highly desired
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.
Company Overview