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Salary: USD 80,000 - 90,000 / annual
Grace Hill, a SaaS provider serving the multifamily real estate industry, is hiring a Customer Success Manager to own retention and growth across a portfolio of national enterprise clients. You will be the primary relationship owner for assigned accounts, responsible for protecting net revenue retention (NRR), reducing churn, and identifying expansion opportunities while ensuring clients realize maximum value from the platform.
Key responsibilities include: managing renewal outcomes and NRR for your portfolio by monitoring health scores and executing proactive save strategies; partnering with Sales to identify upsell and cross-sell opportunities and co-owning revenue growth targets; building and maintaining trusted relationships with key stakeholders and conducting quarterly business reviews tied to client goals and measurable ROI; driving product adoption through strategic onboarding, ongoing education, and success planning to ensure clients hit outcomes that justify renewal; and surfacing client feedback to Product, Marketing, and Leadership while capturing success stories that support revenue and retention narratives.
You are revenue-oriented, understanding that retention and growth are interconnected. You are proactive, spotting risks and opportunities before they become problems. You are a natural relationship builder comfortable with both C-suite executives and hands-on product training. You thrive in fast-moving environments and are willing to travel approximately 30% for client visits, conferences, and trade shows. This role supports enterprise customers in the Midwest region; candidates based in CST or MST time zones are highly preferred.
Required qualifications: 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 drive decisions; Bachelor's degree preferred.
