Customer Success Manager

Customer Success Manager

Location:

Remote (US-Based)

Enterprise SaaS
· Multifamily Technology

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, reducing churn, and identifying expansion opportunities while ensuring clients realize maximum value from our platform.

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

• Revenue-oriented — you understand that retention and growth are two sides of the same coin
• Proactive, not reactive — you spot risks and opportunities before they become problems or missed quota
• A natural relationship builder who's equally comfortable in a Q  with a C-suite exec or a hands-on product training
• Scrappy, organized, and thriving in a fast-moving environment
• Willing to travel ~30% for client visits, conferences, and trade shows

This role supports enterprise customers in the midwest region; candidates based in CST or MST are highly preferred

• 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

Compensation: $80-90K Base + Variable

• Full benefits including health, dental, vision, 401K, PTO, and more.

US-based applicants only. Visa sponsorship not available.

Grace Hill provides industry-leading SaaS solutions that help multifamily owners and operators increase property performance, reduce risk, and grow top talent. More than 500,000 professionals across 1,700+ companies rely on our platform