Customer Success Manager

Grace Hill is looking for a strategic, revenue-minded Customer Success Manager to own retention and growth across a portfolio of national enterprise clients. You'll be the primary relationship owner, protecting NRR and reducing churn while ensuring clients realize maximum value from our platform.

Responsibilities:

• Own renewal outcomes and net revenue retention for your portfolio
• Monitor health scores, get ahead of churn signals, and execute proactive save strategies
• Partner with Sales to identify upsell and cross-sell opportunities; co-own revenue growth targets on assigned accounts
• Build and maintain trusted relationships with key stakeholders; conduct quarterly business reviews tied to client goals and measurable ROI
• Drive product adoption through strategic onboarding, ongoing education, and success planning — ensuring clients hit outcomes that justify renewal
• Surface client feedback to Product, Marketing, and Leadership; capture success stories that support revenue and retention narratives

Requirements:

• 7+ years in multifamily and/or SaaS client success with enterprise accounts Required
• Demonstrated track record of meeting or exceeding NRR, churn, and retention targets
• Strong executive presence and presentation skills
• Proficiency with Salesforce, Gong, Slack, G-Suite, and similar tools
• Analytical mindset — comfortable using data to tell a story and drive decisions
• Bachelor's degree preferred
• Candidates based in CST or MST are highly preferred