Director, Engagement Management

About the role

The Director, Engagement Management sets the vision, strategy, and operating priorities for the Engagement Management organization and leads a high-performing team responsible for complex customer onboarding and implementation programs across the RealPage platform. This role translates company and Customer Success objectives into portfolio plans, governance standards, talent strategies, and measurable business outcomes. The Director partners with senior leaders across Customer Success, Product, Professional Services, Support, Sales, Finance, and Executive Leadership to improve scalability, strengthen customer value realization, and influence service and product strategy. Serving as an executive sponsor and escalation leader for critical customer situations, the Director balances customer advocacy, delivery discipline, risk management, and organizational priorities while building the leadership capability and succession pipeline required for sustained growth.

Responsibilities

• Define and execute the Engagement Management strategy, operating model, annual priorities, and success measures in alignment with Customer Success and company objectives.
• Lead, coach, and develop managers and Engagement Managers, establishing clear accountability, performance expectations, career paths, leadership development plans, and succession strategies.
• Own governance for a portfolio of complex corporate, enterprise, and institutional customer deployments, ensuring appropriate executive visibility, risk management, decision-making, and delivery accountability.
• Establish scalable implementation standards, methodologies, controls, and best practices that improve consistency, quality, time to value, adoption, and customer satisfaction.
• Serve as executive sponsor and senior escalation point for strategic accounts, high-risk implementations, customer satisfaction concerns, and cross-functional delivery barriers.
• Own the function's performance management framework, including portfolio health, delivery predictability, customer satisfaction, productivity, capacity, adoption, and other key operational and business indicators.
• Lead workforce planning, organizational design, staffing, capacity management, and resource allocation to support growth, changing demand, and the right balance of customer and business priorities.
• Partner with senior leaders across Customer Success, Sales, Product Management, Professional Services, Support, Training, and Finance to align account strategies, remove systemic barriers, and deliver a seamless customer experience.
• Provide financial and operational stewardship for the function by informing budget planning, managing resources responsibly, and improving delivery efficiency and organizational leverage.
• Champion enterprise change management and organizational readiness practices that strengthen customer adoption, business transformation, and sustained realization of solution value.

Requirements

• Bachelor's Degree in Business, Technology, Project Management, or a related field, or an equivalent combination of education and experience.
• 10+ years of progressive experience in implementation management, professional services, customer success, consulting, program management, or a related field.
• 5+ years of people leadership experience, including experience leading people managers or multiple teams in implementation, professional services, project management, or customer success.
• Ability to travel as business needs require (up to 25%).

Skills

• Demonstrated success leading large, complex SaaS implementation portfolios for enterprise-level customers.
• Proven experience setting organizational strategy, leading business planning, managing change, and building trusted relationships with senior customer and internal executives.
• Preferred: PMP, PgMP, Agile, Scrum, or related project or program management certification.
• Director-level leadership experience within Customer Success, Professional Services, SaaS implementation, or a comparable customer-facing organization.
• Knowledge of RealPage products, platform capabilities, implementation methods, and multifamily industry operations.

Physical Demands

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 by means of the spoken word. May be required to sit and/or stand for long periods of time. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. May be required to lift or move 10+ pounds.

Pay

Pay Range USD $121,000.00 - USD $206,000.00 /Yr.

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.