The Role
Own retention, net revenue retention, and expansion across an enterprise SaaS multifamily portfolio. Build executive relationships, drive adoption and value realization, execute churn-prevention strategies, partner with Sales on upsells, and surface customer feedback to Product and Leadership.
Summary Generated by Built In
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.
WHAT YOU'LL OWN
• 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.
WHO YOU ARE
• 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
This role supports enterprise customers in the midwest region; candidates based in CST or MST are highly preferred
WHAT YOU BRING
• 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.
ABOUT GRACE HILL
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
Skills Required
- 7+ years in multifamily and/or SaaS client success with enterprise accounts
- 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
- Willingness to travel approximately 30% for client visits, conferences, and trade shows
- US-based applicants only (visa sponsorship not available)
- Candidates based in CST or MST preferred
- Bachelor's degree
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The Company
What We Do
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.
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