Customer Success Manager

Grace Hill•,

18d•$80,000 - $90,000•Remote

About The Position

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.

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
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 QBR 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

Nice To Haves

Bachelor's degree preferred

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.