Grace Hill

www.gracehill.com

1 Job

317 Employees

About the Company

Grace Hill provides technology-enabled performance solutions that help owners and operators of real estate properties increase property performance, reduce operating risk and grow top talent. Its industry-leading solutions covering policy, training, assessment, survey, and data-driven insights are bolstered by years of real estate experience, in-depth service-level expertise and outstanding customer support. Today, more than 500,000 real estate professionals from more than 2,300 companies rely on talent performance solutions from Grace Hill. Visit us at http://gracehill.com or on LinkedIn.

Listed Jobs

Company Name: Grace Hill
Job Title: Director of Customer Success Management
Job Description: **Job Title** Director of Customer Success Management **Role Summary** Lead and grow the Customer Success team in a remote, technology‑services environment. Build strong relationships with existing clients, drive engagement and loyalty, and collaborate cross‑functionally to align customer success with overall business goals. **Expectations** - Deliver measurable customer satisfaction, retention, and revenue growth. - Develop and execute scalable success processes and programs. - Maintain and expand key accounts, identifying upsell opportunities. - Provide strategic guidance to the team and report progress to senior leadership. - Operate from a Western U.S. time zone (CST, MST or PST) with up to 50% travel. **Key Responsibilities** - Manage, mentor and develop a high‑performing Customer Success team. - Design and roll out onboarding, enablement, and ongoing support initiatives. - Analyze usage data and feedback to uncover trends, risks and improvement areas. - Partner with Sales, Product, Marketing, and Finance to create a seamless customer lifecycle. - Build and maintain relationships with key stakeholders at client organizations. - Craft and execute account expansion strategies that increase revenue within existing accounts. - Prepare and present regular metrics, insights, and initiatives to senior management. - Stay abreast of industry trends and best practices to continuously enhance the function. **Required Skills** - Proven leadership and team‑development experience. - Deep understanding of customer success principles, methodologies, and SaaS metrics. - Strong analytical, data‑driven decision‑making skills. - Excellent communication, interpersonal, and relationship‑building abilities. - Proficiency with CRM platforms (e.g., Salesforce) and customer success tools. - Ability to collaborate effectively across business units. - Results‑oriented mindset with a track record of exceeding success and revenue targets. **Required Education & Certifications** - Bachelor’s degree in Business, Marketing, or related field (preferred). - Minimum 5 years of experience in Customer Success, Account Management or related roles within technology services/SaaS. - Industry knowledge of the multifamily technology sector preferred. ---