Customer Success Manager

Grace Hill is a growing SaaS multifamily technology company seeking a Client Success Manager. The role involves strategically supporting and managing national enterprise clients to ensure their success and satisfaction with the company’s products and services.

Responsibilities:

• Establish and maintain strong, trust-based relationships with key customers
• Regularly interact with customers to understand their goals, challenges, and overall satisfaction
• Build strong, long-term relationships with clients by maintaining constant communication and efficiently resolving issues with alternative solutions tailored to individual needs
• Serve as a primary point of contact for customer inquiries and escalations
• Serve as a product, company, and industry ambassador
• Conduct (at minimum) quarterly client success reports to ensure clients optimize Grace Hill’s product and service, issues are resolved proactively, and client goals are met
• Collaborate with the Onboarding Specialists to develop onboarding plans and ensure successful product implementation
• Educate customers on product features and best practices to drive adoption and maximize value
• Partner with Sales Specialists to effectively identify and demo Grace Hill Solutions based on client needs and their business initiatives
• Monitor customer health indicators and proactively address issues to prevent churn
• Develop and execute customer success plans to ensure ongoing satisfaction and value realization
• Work with leadership on setting, fine-tuning, and adjusting overall client success and account management strategies to ensure maximum retention and growth on assigned accounts
• Effectively set, communicate, and manage goals and milestones with the client (and internal executive sponsor, where applicable)
• Collaborate cross-functionally with other departments at Grace Hill, such as Finance, Support, Product, and Sales, to ensure customer satisfaction
• Analyze customer data to identify trends, areas for improvement, and opportunities to enhance the customer experience
• Create and deliver regular reports on customer success metrics
• Gather customer feedback and share insights with product and development teams to drive continuous improvement
• Collaborate with other departments to advocate for customer needs and help shape the product roadmap
• Work with marketing to capture and communicate client success stories, quotes, and data

Requirements:

• 7+ years of experience working in the multifamily industry and/or as a client success manager at a SaaS company (required)
• Proven experience in a Customer Success, Account Manager, or Customer-facing role with Enterprise Clients
• Excellent communication, presentation, and interpersonal skills
• Expertise with customer relationship management (CRM) and customer success tools
• A customer-centric mindset with a passion for delivering exceptional service
• Strong problem-solving and analytical abilities
• Exceptional service orientation, listening skills, and written and verbal communication skills
• Ability to understand and communicate technical concepts
• Growth mindset - coachable, open to feedback, and dedicated to constant self-improvement
• Ability to work independently and set/manage priorities and initiatives judiciously and efficiently
• Organized, self-starter, with strong interpersonal skills to work effectively and nurture strong relationships with cross-functional business partners
• Strong project management skills with the ability to manage multiple projects, clients, tasks, and related communications simultaneously and within budget
• Highly effective at prioritizing tasks and managing time in a fast-paced environment
• Goal-oriented with a track record of meeting and exceeding customer success targets
• Driven by personal, team, and company achievement with a commitment to excellence
• Bachelor's degree in business, marketing, or a related field preferred
• Technical skills: Salesforce, Gong, Slack, G-Suite, QuotaPath, and Claude (not an inclusive list)