Job Specifications
The role of the Director of Customer Success Management is to lead the customer success management team and build relationships with existing clients. This remote based position will work closely with clients to identify their needs. They also develop strategies to grow their client base and ensure that the team is providing quality, cost-effective services.
This position supports our customers in the western territory so the ideal candidate must be based in CST, MST or PST.
Primary Responsibilities:
Lead and manage the Customer Success Team, providing guidance, mentorship, and support to ensure team members excel in their roles
Develop and implement strategies to drive customer engagement, satisfaction, retention, and loyalty, aligning with the company's overall objectives and priorities
Collaborate closely with sales, product & content, marketing, and finance teams to ensure a seamless customer experience throughout the customer lifecycle
Establish and maintain strong relationships with key stakeholders with Grace Hill clients
Drive the development and execution of customer success initiatives, including onboarding, enablement, and ongoing support programs
Analyze customer feedback and usage data to identify trends, opportunities, and potential areas for improvement
Proactively identify and address issues or challenges that may impact customer satisfaction or retention
Develop and implement account expansion strategies to drive revenue growth within existing client accounts
Stay informed about industry trends, best practices, and emerging technologies to continually enhance the customer success function
Prepare regular reports and updates for senior management on key customer success metrics, initiatives, and outcomes
Education/Qualifications:
Bachelor's degree in business, marketing, or a related field preferred
Multifamily industry tech/SaaS preferred
Minimum of 5 years of experience in customer success, account management, or related roles within the technology services industry preferred
Proven leadership and management skills, with experience leading and developing high-performing teams
Strong understanding of customer success principles, methodologies, and best practices
Excellent communication, interpersonal, and relationship-building skills
Analytical mindset with the ability to leverage data and insights to drive decision-making and strategy
Experience working with CRM platforms (e.g., Salesforce, Gong) and other customer success tools
Results-oriented with a track record of achieving and exceeding customer success and revenue targets
Candidate MUST be based in CST, MST or PST, we cannot consider candidates based in EST
Travel requirements up to 50%
Compensation:
Up to 125K Base Salary + Variable Commission
If you are passionate about driving customer success and leading a high-performing team in a dynamic technology services environment, we want to hear from you! Join us and be a key player in shaping the future of our customer success function.
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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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