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Role Description

The Customer Success Manager – Mid Market is responsible for the performance, growth, and retention of a portfolio of mid-market customers within an assigned vertical. This role serves as the primary relationship owner, driving customer outcomes through consultative engagement, strategic account planning, and proactive value realization. The CSM leads renewal and expansion efforts, aligns customer goals with product capabilities, and ensures long-term customer satisfaction and revenue growth.

Responsibilities

• Develop and execute strategic account plans that translate customer goals and business objectives into actionable initiatives that drive measurable value.
• Build and maintain trusted customer relationships, positioning as a consultative advisor to identify upsell and cross-sell opportunities aligned to customer needs.
• Own renewal strategy and execution for assigned accounts, including proactive forecasting, pricing discussions, and risk mitigation to ensure high retention rates.
• Lead commercial conversations related to contract renewals, pricing adjustments, and expansion opportunities, partnering with Sales as needed to close business.
• Analyze customer benchmarks, trends, and performance outliers to uncover insights; partner with Strategy teams to deliver data-driven recommendations that enhance customer outcomes.
• Establish and maintain strong influence with senior-level customer stakeholders to support adoption, retention, and expansion efforts.
• Demonstrate advanced knowledge of marketing strategies, competitive landscape, and product differentiation to effectively position solutions.
• Own revenue performance for assigned accounts, meeting or exceeding quarterly revenue, renewal, and growth targets.
• Collaborate cross-functionally with Sales, Product, Marketing, Customer Care, and other stakeholders to ensure seamless customer experiences and sustained satisfaction.
• Resolve customer issues with sound judgment and timely follow-through; escalate appropriately to ensure effective resolution.
• Maintain accurate and up-to-date account information, renewal forecasts, pricing documentation, and activity records in Salesforce in accordance with management expectations.
• Attend in-person customer meetings and industry conferences as needed (up to 25% travel).

Qualifications

• 5 years of combined experience in Customer Success or other revenue-driving, customer-facing roles, ideally within a software or SaaS environment.
• 2+ years of experience generating, qualifying, accelerating, negotiating, and closing upsell and cross-sell opportunities.
• Experience managing renewals and leading pricing or contract discussions preferred.
• Bachelor’s or Master’s degree preferred.
• Proven ability to manage customer expectations, navigate challenges, and maintain strong, long-term relationships.
• Demonstrated success managing complex, high-touch customer accounts within a matrixed organization.
• Experience handling objections, complaints, escalations, and sensitive customer conversations with professionalism and sound judgment.
• Experience owning renewal cycles end-to-end, including forecasting, risk identification, and proactive retention planning.
• Demonstrated ability to lead pricing and contract conversations with confidence and value-based positioning.
• Track record of identifying and driving upsell and cross-sell opportunities through consultative engagement.
• Strong understanding of competitive landscapes and positioning strategies to support retention and expansion.
• Self-starter mindset motivated by resolving client issues and driving revenue growth, including commission-based performance incentives.
• Experience leading and coordinating virtual teams across Sales, Product, Customer Care, and Marketing to deliver customer outcomes.
• Ability to influence without authority and effectively collaborate across cross-matrixed environments.
• Strong executive presence with the ability to command engagement at all levels of a customer organization.
• Excellent written, verbal, and interpersonal communication skills, including the ability to guide commercial discussions.
• Experience with CRM systems; Salesforce preferred.
• Technically proficient with Microsoft Office Suite and Google Workspace.
• Strong organizational and time-management skills with consistent, punctual follow-through.
• Highly self-motivated, adaptable, creative, and comfortable working in ambiguity.
• Detail-oriented and proactive in managing daily activities, renewals, and client communications.
• Industry certifications (e.g., NARPM, CAI) highly desired.
• Willingness to attend industry meetings, association events, and trade shows (including evenings and weekends as needed).

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.
• Compensation may vary depending on your location, qualifications including job-related education, training, experience, licensure, and certification.
• 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.

Company Description

Equal Opportunity Employer: RealPage Company is an equal opportunity employer and committed to creating an inclusive environment for all employees.

Pay Range: USD $61,400.00 - USD $104,600.00 /Yr.