Grace Hill

Compensation

Full Description

Customer Success Manager- HelloData 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, HelloData has continued to accelerate at an unbelievable rate, growing ARR by over 300% in 2025 alone and on track for a record-breaking 2026. We combine the agility and innovation of a high-growth startup with the stability and resources of an established enterprise, making us the gold standard in multifamily data analytics.