Customer Success Manager

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​Customer Success Manager

Location: Remote (EST-based preferably)

Grace Hill is seeking a Client Success Manager for our growing SaaS multifamily technology company. This remote-based position will be responsible for strategically supporting, managing, and nurturing the engagement and retention of national enterprise clients.  We’re looking for strategic thinkers and self-starters with a background in Multifamily who are up for a new challenge, excited about hitting goals, and looking to have a lot of fun along the way!

The Customer Success Manager’s primary responsibility is to ensure the success and satisfaction of our valued customers. You will be the main point of contact for our clients, working closely with them to understand their needs, address their concerns, and drive their success with our products and/or services. Your role will be outcome-based, focusing on customer retention, product adoption, and fostering long-term relationships.

What You Will Do

Customer Engagement and Relationship Building

•  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.

Customer Onboarding and Product Adoption

• 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.

Retention and Customer Satisfaction

• 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.

Data Analysis and Reporting

• 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.

Customer Feedback and Product Enhancement

• 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.

Who You Are:

• You understand that the client's success is your success
• You are detail-oriented and highly organized
• You can multitask and prioritize based on your portfolio
• You enjoy being in front of clients via Zoom, in-person meetings, industry trade shows, or client conferences
  • Travel = 30%
• No challenge or complexity will stop you from finding a solution
• You enjoy being in a flexible and rapidly changing environment 
• You want to be fully immersed in a collaborative team
• You are resourceful - you are a master sleuth and seek to find answers before asking for help
• You own it - your role, career, and responsibilities 
• You're scrappy - you find a way, in, around, or through any challenge
• You consider your job description as only a guide

What You Have:

• 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)

Salary range:  $80-90K Base Salary + Variable

Grace Hill offers a robust suite of benefits, including health, dental and vision insurance, 401K, PTO, life insurance, disability insurance, and more.

We do not offer visa sponsorship or assistance. Applicants must be based in the US and authorized to work in the US at the time of hire.

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