Primary Responsibilities

• Lead high‑priority customer escalations, serving as the central point of coordination to diagnose root causes, develop strategic action plans, and drive execution through resolution and stabilization.
• Partner cross‑functionally with Support, Product, Engineering, and Operations teams to identify underlying issues and implement sustainable, long‑term solutions.
• Build and maintain strong relationships with customer executives and key stakeholders, acting as a trusted advisor during critical engagement periods.
• Establish and manage clear communication cadences with internal and external stakeholders to align expectations, provide progress updates, and ensure accountability.
• Document customer‑specific organizational structures, workflows, and operational processes; obtain approvals where required.
• Monitor customer health and satisfaction metrics, proactively identifying risks and collaborating with Customer Support to resolve concerns before escalation.
• Track and analyze service performance using dashboards and reporting tools; identify trends, manage issues, and escalate risks to leadership as needed.
• Prepare and present insights, progress updates, and performance outcomes to SmartBuilding leadership and stakeholders.

Required Qualifications

• Minimum 5 years of experience in Customer Success, Account Management, Project Management, or a related customer‑facing role.
• Proven experience managing high‑risk or escalated customer situations in complex environments.
• Strong project management capability, with the ability to lead cross‑functional initiatives and manage multiple priorities simultaneously.
• Demonstrated ability to identify root causes, develop actionable recovery plans, and execute with measurable results.
• Excellent communication and presentation skills, with experience engaging senior leaders and executive‑level stakeholders.
• Strong analytical mindset with the ability to interpret data, dashboards, and performance metrics to inform decisions.
• Experience collaborating across Product, Engineering, and Support teams.
• Ability to build trust and influence outcomes without direct authority.
• Highly organized, detail‑oriented, and disciplined in documentation and follow‑through.
• Proactive, adaptable, and comfortable operating in fast‑paced, high‑pressure situations.

Preferred Qualifications

• Experience in PropTech, IoT, or SaaS environments.
• Familiarity with customer success and CRM platforms such as Gainsight and Salesforce.
• PMP, CSM, or similar project or customer success certifications.

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.