客户成功经理 II
Customer Success Manager II
概述
客户成功经理 – 重点客户负责在指定垂直领域内高价值企业客户的绩效、增长和留存。该角色作为主要关系负责人，通过战略规划、咨询合作和主动价值实现来推动客户成果。CSM 领导续约和扩展工作，将客户目标与产品功能对齐，并确保长期客户满意度和成功。
职责
- 制定并执行战略客户计划，将客户目标和业务目标转化为可操作的举措，以推动可衡量的价值。
- 与关键利益相关者（包括高级管理人员）建立信任、长期的关系，以影响采用率、扩展和多年合作伙伴关系的对齐。
- 通过咨询建议和基于价值的销售识别、评估并推动升级销售和交叉销售机会。
- 分析客户数据、使用趋势和性能基准，以发现洞察、风险和机会；与策略团队合作，提供数据驱动的建议。
- 领导续约预测、风险缓解和商业对话，以达成并超越季度收入目标。
- 作为战略顾问，具备营销策略、竞争环境和产品差异化的高级知识。
- 与销售、产品、市场和客户支持跨职能协作，确保无缝的客户体验，并为客户的需求发声。
- 以良好的判断力处理升级问题，确保及时解决并清晰地与内部和外部利益相关者沟通。
- 在 Salesforce 中维护准确、最新的账户信息、预测和活动记录。
- 根据需要在客户会议、行业活动和协会会议上代表公司（最多 10% 的出差）。
- 参与内部项目会议，并贡献支持更广泛的客户成功组织的见解。
资格要求
要求：
- 至少 5 年客户成功或其他创收、面向客户的岗位经验，最好是在 SaaS 环境中。
- 2 年以上生成、评估、谈判和完成升级销售/交叉销售机会的经验。
- 熟练使用 Salesforce 或类似 CRM 平台。
- 本科或硕士学历优先。
- 知识/技能/能力
- 要求：
- 客户与账户领导力
查看英文原文
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.
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 BENEFITS RealPage 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.Originally posted on Himalayas