Overview 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). #LI-AP4 #LI-REMOTE 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. KNOWLEDGE/SKILLS/ABILITIES Required: Customer & Account Management - 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. Renewal & Revenue Ownership - 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. Cross-Functional Collaboration - 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. Communication & Executive Presence - 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. Operational & Technical Excellence - 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 Engagement - Industry certifications (e.g., NARPM, CAI) highly desired. - Willingness to attend industry meetings, association events, and trade shows (including evenings and weekends as needed). 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 $61,400.00 - USD $104,600.00 /Yr.

Job Description Business Title: Digital Customer Success & Content Strategist Job Title: Customer Account Management P17 Job Summary: We are seeking a hybrid Digital Customer Success Program & Content Strategist to build scalable digital engagement programs and create high‑quality customer education content that powers adoption, satisfaction, and retention across our SaaS products. This role uniquely combines technical execution using Gainsight PX & Journey Orchestrator with strategic content development, enabling customers to adopt and use our platform confidently while reducing friction and supporting scalable Customer Success operations. This is a hands‑on, execution‑driven role: you will build in‑app programs, orchestrate lifecycle journeys, draft customer‑facing content, run experiments, and deliver measurable outcomes that improve customer health at scale. Key Responsibilities: - Build and Operate Digital Customer Success Programs - Execute a prioritized backlog of digital initiatives tied to customer health, adoption, risk prevention, sentiment, and support deflection. - Own end‑to‑end program execution including audience definition, content creation, configuration, QA, launch, measurement, and iteration. - Maintain a consistent operating rhythm with releases, documentation, and stakeholder updates. - Hands-on Ownership of Gainsight PX - Create and maintain PX segments, engagements (guides, banners, modals), and surveys (including NPS). - Implement governance across naming standards, targeting rules, suppression logic, and version control. - Partner with Product and Support to strengthen PX tracking, analytics, and closed‑loop workflows. - Embrace and evolve with emerging digital tools and capabilities, actively exploring new features, best practices, and automation opportunities within Gainsight and related platforms to improve scalability and customer experience. - Build & Optimize Lifecycle Journeys - Apply human‑centered design principles to create digital customer journeys, in‑app guidance, and lifecycle communications that reduce friction, reflect evolving customer expectations, and enable confident product adoption. - Create automated journeys in Journey Orchestrator that reinforce product adoption and customer value. - Develop and maintain reusable templates, personalization tokens, and persona‑based content variants. - Ensure messaging meets customer‑friendly communication standards: right message, audience, and frequency. - Customer-Facing Content Strategy & Development - Create high‑quality content including onboarding flows, feature explainers, tutorials, release notes, in‑app copy, and help-center articles. - Maintain a unified editorial calendar that supports product launches, lifecycle communications, and digital CS initiatives. - Keep content up‑to‑date with product advancements and new UX standards. - Collaborate with Customer Success to Drive Operational Excellence - Convert PX signals and survey results into actionable workflows within Gainsight CS (CTAs, triage routing, follow-up). - Standardize CTA fields, playbooks, and reporting to support consistent follow‑up across teams and products. - Partner with CS Ops to ensure the right work lands with the right teams (Apex vs iPro). - Measure, Optimize, and Report Impact - Track and report performance of digital programs using adoption lift, engagement analytics, deflection, NPS follow-up SLAs, and journey effectiveness. - Leverage customer data, product telemetry, and engagement signals (e.g., PX analytics, surveys, funnel data) to identify trends, anticipate customer needs and risks, and trigger proactive, personalized interventions. - Analyze help center, in-app guidance, and funnel data to accelerate customer learning and reduce friction. - Continuously experiment, learn, and iterate on digital engagement programs by testing messaging, timing, targeting, and formats; document insights and apply learnings to improve outcomes at scale. - Translate complex datasets into actionable insights and visualizations through dashboards, reports, and digital readouts that inform prioritization, optimize service delivery, and support data‑driven decision making across Customer Success, Product, and Support. Required Qualifications: Education & Experience Guidelines - Bachelor’s Degree in relevant field - 5-8 years of relevant work experience - Knowledge of in-app engagement tools (PX, Pendo, Appcues). - Experience supporting multiple products or customer segments. - Experience in healthcare or medical software environments. - Strong writing and editing skills; ability to simplify complex SaaS concepts. - Experience working with CMS/knowledgebase tools. - Strong operational judgment: targeting, suppression, QA, segmentation, measurement. - Analytical, outcome-oriented, and comfortable defining success metrics. - Ability to work cross-functionally with CS, Support, Product, Marketing, and UX. - Ability to manage multiple initiatives in a fast-paced environment. - Occasional travel may be required. Other Preferred Knowledge, Skills, Abilities or Certifications: - Hands-on experience with Gainsight CS. - Hands-on experience with Gainsight PX (segments, engagements, surveys). - Experience building automated lifecycle programs (Journey Orchestrator or equivalent platform). - Background in Digital CS, CS Operations, Content Strategy, or Product Education. - Familiarity with Provation Apex and customer workflows. - Experience with instructional design or UX writing. Fortive 9 Behaviors by Level: Executing and Contributing Customer Obsessed: Understands the customer’s needs through observation, questioning and going to Gemba. Strategic: Uses data to make informed decisions while anticipating future trends and aligning actions with organizational goals. Innovation for Impact: Proactively explores new perspectives and experiments to solve day-to-day problems. Inspiring: Understands how their work contributes to the organization’s purpose. Builds Extraordinary Teams: Actively fosters collaboration by contributing positively, supporting shared goals, helping others succeed, and celebrating team achievements together. Courageous: Shows strength through action—moves quickly toward goals, embraces uncertainty, speaks up, and perseveres through challenges with confidence and integrity. Delivers Results: Sets high standards and consistently delivers by focusing priorities and overcoming obstacles, and upholding organizational values. Adaptable: Applies rigor by working thoroughly and following processes without cutting corners while remaining adaptable. Lead with FBS: Goes to Gemba—observes real-world processes, not just meetings. Embraces FBS by applying its fundamentals to improve work, engage in kaizen, and continuously grow knowledge and usage.

Customer Success Lead Supports Operations. Delivers Concierge-Level Client Experiences Department: Customer Success Reports To: Head of Customer Success Location: Remote Employment Type: Full-time About Town Web and HeyGov Town Web and HeyGov are on a mission to modernize how local governments serve their communities. We build websites, digital tools, and AI powered software that make municipal Clerks' lives easier and improve citizens' access to services and information. Our work focuses on helping municipalities communicate more effectively, operate more efficiently, and deliver better digital services to their communities. Customer Success is central to that mission. Our support team provides clear communication, dependable assistance, and timely resolution while delivering a concierge-level experience to the municipalities we serve. This is not a passive support environment. We operate with discipline, track performance through defined metrics, and expect every interaction to support long-term customer success. In this role, you will lead the support team, manage escalations, improve internal processes, and ensure support operations run smoothly and efficiently. How We Work Our Customer Success organization runs on structured execution and clear accountability. Here is what that looks like in practice. - Lead the team. Support agents are trained, coached, and guided to deliver consistent and professional service. - Own the customer experience. Issues are addressed quickly, communication remains clear, and customers always know their concerns are being handled. - Track performance. Response times, resolution times, and customer satisfaction are monitored and improved continuously. - Improve processes. Support trends are analyzed to identify opportunities to improve documentation, workflows, and product usability. - Deliver concierge level service. Every customer interaction reflects professionalism, empathy, and effective problem solving. - Your role is to bring leadership, operational structure, and service excellence to our Customer Success team while ensuring support operations scale efficiently as the company grows. Key Responsibilities This role focuses on coordinating daily support activity and helping ensure the Customer Success team delivers consistent, high-quality service. Strategic direction and operational framework are defined by Customer Success leadership. - Support Team Coordination Provide day-to-day guidance to support agents by helping answer questions, reviewing complex tickets, and ensuring responses maintain a consistent level of professionalism and clarity. Support a collaborative environment where the team can work efficiently and confidently. - Daily Support Operations Monitor support activity across all channels including the ticketing system, email, and phone. Help ensure queues remain organized, workloads are balanced, and customer inquiries receive timely responses. - Escalation Assistance Assist with escalated or sensitive customer issues when additional experience or coordination is needed. Work closely with the Head of Customer Success to ensure complex situations are resolved clearly and efficiently. - Customer Experience Standards Maintain a high standard of customer service across all support interactions. Lead by example in tone, communication clarity, and professionalism while ensuring every interaction reflects empathy, efficiency, and strong problem solving. - Process Improvement and Operational Efficiency Identify recurring support trends and work with leadership to improve workflows, documentation, and internal processes.  - Documentation & Knowledge Base Maintenance Help maintain and improve Standard Operating Procedures (SOPs), workflows, and knowledge base documentation so both customers and support agents can quickly find accurate information. - Support Performance Reporting Track and report on key support metrics including response time, resolution time, and customer satisfaction. Provide leadership with clear visibility into support performance and identify opportunities to improve service quality. - Concierge Level Customer Experience Support the team in delivering a concierge-level customer experience by promoting thoughtful responses, proactive assistance, and a strong customer-first mindset. What We’re Looking For Experience: - 5-10 years in Customer Support is required. You should have at least 3 years in a management role, ideally leading a team of 10 or more. A proven record of creating high-performing support teams is essential. Bonus Points For - Previous experience in SaaS or Tech Support. - Familiarity with tools like Slack, ClickUp, Notion (or similar). Why You’ll Love This Role - You’ll shape our support function—your decisions will impact our growth. - Work with a collaborative, fast-moving team that values quality. - Use your expertise to build a world-class support operation from the ground up. - Enjoy visibility and ownership—you’re not just another cog; you lead our support success. Books That Inspire Our Approach - Delivering Happiness by Tony Hsieh - Unreasonable Hospitality by Will Guidara Why Join Us? You’ll meet the owners, share your ideas, and join a fun-loving team that works well together. If you want to make a real impact and grow in a passionate team, we want to meet you!

Company Description Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create digital marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to realise their financial goals and help them to save time and money. We operate across a range of markets, from financial services to healthcare, automotive, agrifinance, insurance, and many more industry segments. We invest in people and new advanced technologies to unlock the power of data and to innovate. A FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 23,300 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com. Job Description As our Client Success Manager (CSM), you will report to Experian Health and partner with the Support and Optimization teams, to ensure the best client experience for assigned clients. You will work the Client Executive, on the Experian Health Sales team, regarding the expansion of the products, and with the Relationship Manager, to build, and maintain trusting relationships with our customers. You will understand our Experian Health product capabilities and providing consultative guidance to clients throughout their life cycle. - Acclimate and understand, our client's implementation to facilitate updates, additions, and fixes to client setup - Partner with Customer Support, Optimization, Product, and Development teams to help clients navigate tickets and enhancement requests with minimal delay. - Evaluate customer use of Contract Manager and Claim Scrubber products to recommend best practices configuration and solutions to improve the customer experience - Develop expertise in Contract Manager and Claim Scrubber product suite - Partner with Relationship Manager on Quarterly Business Reviews, showcasing client successes and return on investment, for Contract Manager and Claim Scrubber Products - Be responsible for comprehension of the Statement of Work - Guide clients as they transition from Implementation into the Post-Go live world Qualifications - 5+ years' experience in healthcare IT industry and healthcare revenue cycle - 3+ years' Payer Contract experience is beneficial - 2+ years' experience with Experian Health's Contract Manager (hospital) and Claim Scrubber (pre-claim editing) knowledge is beneficial - 2+ years' Salesforce or a similar CRM expertise - 2+ years hands-on Epic expertise - Occasional travel (20%-25%) to client sites required - Bachelor's degree or equivalent experience Additional Information Benefits/Perks: - Great compensation package and bonus plan - Core benefits including medical, dental, vision, and matching 401K - Flexible work environment, ability to work remote - Flexible time off including volunteer time off, vacation, sick and 12-paid holidays - Explore all our exciting benefits here: https://yourexperianbenefits.com/cand-index.html At Experian, our people and culture set us apart. We're deeply committed to creating an environment where everyone feels they belong and can excel. From inclusion and authenticity to work/life balance, development, wellness, collaboration, and recognition, we focus on what truly matters. Our people-first approach has earned us global recognition: World's Best Workplaces™ 2024 (Fortune Top 25), Great Place To Work™ 2025 in 26 countries, and Glassdoor Best Places to Work 2024, among others. Want to see what life at Experian is really like? Explore Experian Life on social or visit our careers site. Our compensation reflects the cost of labor across several U.S. geographic markets. The base pay range for this position is listed above. Within this range, individual pay is determined by work location and additional factors such as job-related skills, experience, and education. You will be also eligible for a variable pay opportunity. Experian is proud to be an Equal Opportunity Employer for all groups protected under applicable federal, state and local law, including protected veterans and individuals with disabilities. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity. - Employee Status: Regular - Role Type: Home - Job Posting - Salary Range: $100,649 - $174,459 - Department: Customer Service - Flexible Time Off: 20 Days - Schedule: Full Time - Shift: Day Shift