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.
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
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