Customer Success Manager

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