Job Specifications
Grace Hill is seeking a high-impact, growth-oriented Customer Success Manager (CSM) to support our HelloData product by helping drive customer adoption, retention, and expansion in a fast-paced SaaS environment. This role blends hands-on account ownership, strategic relationship management, and data-driven customer guidance. You will serve as a trusted advisor to our customers, ensuring they realize value quickly, grow with our platform, and renew with confidence.
This is an outcome-driven role for someone who thrives in scale-mode, enjoys building processes as they go, and wants to make a visible impact on revenue growth and customer satisfaction.
What You’ll Do:
Customer Onboarding & Adoption
Guide customers through onboarding and implementation in partnership with internal teams
Educate customers on product features and best practices to drive adoption and value realization
Lead ongoing success motions to ensure customers see value early and often
Customer Success & Retention
Own a book of business across mid-market and/or enterprise customers
Build strong, long-term relationships with key stakeholders and act as a trusted advisor
Monitor customer health, proactively manage risk, and prevent churn
Lead renewal conversations and ensure a seamless renewal process
Growth & Expansion
Identify and drive upsell and expansion opportunities in partnership with Sales
Proactively align HelloData’s solutions to customer goals and business outcomes
Consistently hit or exceed targets for retention, expansion, and customer satisfaction
Strategy, Collaboration & Advocacy
Work cross-functionally with Product, Sales, Support, and Marketing to improve the customer experience
Advocate for customer needs and provide feedback to help shape product improvements
Contribute to building scalable customer success processes as HelloData grows
Data, Reporting & Insights
Analyze customer data to track performance, usage, and ROI
Deliver regular success reviews and actionable insights to customers
Maintain accurate records of customer activity, health, and engagement in CRM and CS tools
What We’re Looking For:
2–5+ years of experience in Customer Success, Account Management, or a similar client-facing role (SaaS or tech preferred)
Real estate industry experience is required
Property management experience is strongly preferred, but candidates with other real estate experience (multifamily, commercial, proptech, brokerage, development, etc.) will also be considered
Proven ability to manage multiple accounts in a fast-paced, high-growth environment
Strong commercial mindset with experience driving renewals, expansion, or revenue growth
Excellent communication, presentation, and relationship-building skills
Strong problem-solving and analytical abilities with a data-driven approach
Comfortable working cross-functionally and navigating evolving processes
Experience with CRM and CS tools (e.g., HubSpot, Intercom, Salesforce, Gainsight, ChurnZero, etc.)
Organized, self-motivated, and able to manage priorities independently
Bachelor’s degree preferred or equivalent practical experience
Willingness to travel up to ~30% as needed
How Success Is Measured:
Customer retention and gross/net revenue retention
Product adoption and usage
Customer satisfaction and NPS
Expansion and cross-sell revenue
Timely resolution of risks and issues
Achievement of customer success plan milestones
Why Join Us:
Join a high-growth company where your impact is visible and meaningful
Help shape how Customer Success scales, not just operate within it
Work closely with leadership, product, and sales on outcomes that matter
Own customer results—and the numbers tied to growth
Location: Remote (US based)
Salary range: $68,000 Base + Variable Commission
Grace Hill offers a robust suite of benefits, including health, dental and vision insurance, 401K, PTO, life insurance, disability insurance, and more.
About Us
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 or on LinkedIn
Our HelloData product solves complex data problems for the multifamily industry, utilizing automated pipelines and AI to provide real-time market insights for the nation's top managers, developers, and investors. Our platform is trusted by the industry’s largest operators to help optimize rents, underwrite operating expenses, and grow NOI with its highly accurate data and user-friendly interface. Since being acquired by Grace Hill in April 2025, HelloD
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...
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