Director of Customer Success Management

This is a remote position.


Role Overview 

If you are passionate about driving customer success and leading a high-performing team in a dynamic technology services environment, we want to hear from you! Join us and be a key player in shaping the future of our customer success function.

The role of the Director of Customer Success Management is to lead the customer success management team and build relationships with existing clients. This position will work closely with clients to identify their needs. They also develop strategies to grow their client base and ensure that the team is providing quality, cost-effective services.

Primary Responsibilities:

• Lead and manage the Customer Success Team, providing guidance, mentorship, and support to ensure team members excel in their roles.
• Develop and implement strategies to drive customer engagement, satisfaction, retention, and loyalty, aligning with the company's overall objectives and priorities.
• Collaborate closely with sales, product & content, marketing, and finance teams to ensure a seamless customer experience throughout the customer lifecycle.
• Establish and maintain strong relationships with key stakeholders with Grace Hill clients.
• Drive the development and execution of customer success initiatives, including onboarding, enablement, and ongoing support programs.
• Analyze customer feedback and usage data to identify trends, opportunities, and potential areas for improvement.
• Proactively identify and address issues or challenges that may impact customer satisfaction or retention.
• Develop and implement account expansion strategies to drive revenue growth within existing client accounts.
• Stay informed about industry trends, best practices, and emerging technologies to continually enhance the customer success function.
• Prepare regular reports and updates for senior management on key customer success metrics, initiatives, and outcomes.

Education/Qualifications:

• Bachelor's degree in business, marketing, or a related field preferred.
• Multifamily property management experience preferred
• Minimum of 5 years of experience in customer success, account management, or related roles within the technology services industry preferred
• Proven leadership and management skills, with experience leading and developing high-performing teams.
• Strong understanding of customer success principles, methodologies, and best practices.
• Excellent communication, interpersonal, and relationship-building skills.
• Analytical mindset with the ability to leverage data and insights to drive decision-making and strategy.
• Experience working with CRM platforms (e.g., Salesforce, HubSpot) and other customer success tools.
• Results-oriented with a track record of achieving and exceeding customer success and revenue targets.
• Travel requirements up to 50%

About Grace Hill

Grace Hill provides industry-leading SaaS technology solutions designed to make a positive impact in real estate and improve the lives of people where they work and live. Harnessing years of real estate experience and the understanding that people are better together, Grace Hill helps owners and operators increase property performance, reduce operating risk and grow top talent. More than 500,000 professionals from over 1,700 companies rely on Grace Hill’s talent performance solutions covering policy, training, assessment, survey, and data-driven insights. Visit us at gracehill.com or on LinkedIn.