Customer Success Manager

Posted 2025-08-23
Remote, USA Full Time Immediate Start
<br><br>&nbsp;<p style="line-height:1.3800000000000001;background-color:#ffffff;margin-top:3px;padding:0pt 0pt 2pt 0pt;"><span style="font-size:11pt;font-variant:normal;white-space:pre-wrap;"><span style="font-family:Arial, sans-serif;"><span style="color:#000000;"><span style="font-weight:700;"><span style="font-style:normal;"><span style="text-decoration:none;">Position: Customer Success Manager&nbsp;</span></span></span></span></span></span></p><p style="line-height:1.3800000000000001;background-color:#ffffff;margin-bottom:3px;"><span style="font-size:11pt;font-variant:normal;white-space:pre-wrap;"><span style="font-family:Arial, sans-serif;"><span style="color:#000000;"><span style="font-weight:700;"><span style="font-style:italic;"><span style="text-decoration:none;">Location: Remote</span></span></span></span></span></span></p>&nbsp;<p style="line-height:1.3800000000000001;"><span style="font-size:11pt;font-variant:normal;white-space:pre-wrap;"><span style="font-family:Arial, sans-serif;"><span style="color:#000000;"><span style="font-weight:700;"><span style="font-style:normal;"><span style="text-decoration:none;">Position Summary:</span></span></span></span></span></span><br><span style="font-size:11pt;font-variant:normal;white-space:pre-wrap;"><span style="font-family:Arial, sans-serif;"><span style="color:#000000;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;">Do you organize social events for friends, family, and co-workers? Are you someone who self-initiates and is comfortable leading with an approachable and optimistic style. Are you meticulous and utterly reliable because you are organized, self-sufficient, and conscientious?&nbsp; If this sounds like you, we would love to talk with you!&nbsp;</span></span></span></span></span></span></p>&nbsp;<p style="line-height:1.3800000000000001;"><span style="font-size:11pt;font-variant:normal;white-space:pre-wrap;"><span style="font-family:Arial, sans-serif;"><span style="color:#000000;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;">The Customer Success Manager’s primary responsibility is to ensure the success and satisfaction of our valued customers. You will be the main point of contact for our clients, working closely with them to understand their needs, address their concerns, and drive their success with our products, and/or services. Your role will be outcome-based, focusing on customer retention, product adoption, and fostering long-term relationships.</span></span></span></span></span></span></p><p style="line-height:1.3800000000000001;background-color:#ffffff;"></p><p style="line-height:1.3800000000000001;background-color:#ffffff;"></p><p style="line-height:1.3800000000000001;background-color:#ffffff;"><span style="font-size:11pt;font-variant:normal;white-space:pre-wrap;"><span style="font-family:Arial, sans-serif;"><span style="color:#000000;"><span style="font-weight:700;"><span style="font-style:normal;"><span style="text-decoration:none;">Responsibilities:</span></span></span></span></span></span></p><p style="line-height:1.3800000000000001;background-color:#ffffff;"></p><p style="line-height:1.3800000000000001;background-color:#ffffff;"><span style="font-size:11pt;font-variant:normal;white-space:pre-wrap;"><span style="font-family:Arial, sans-serif;"><span style="color:#222222;"><span style="background-color:#ffffff;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;">Customer Engagement and Relationship Building:</span></span></span></span></span></span></span></p><ul><li style="list-style-type:disc;"><span style="font-size:11pt;font-variant:normal;white-space:pre-wrap;"><span style="font-family:Arial, sans-serif;"><span style="color:#222222;"><span style="background-color:#ffffff;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;">&nbsp;Establish and maintain strong, trust-based relationships with key customers.</span></span></span></span></span></span></span></li><li style="list-style-type:disc;"><span style="font-size:11pt;font-variant:normal;white-space:pre-wrap;"><span style="font-family:Arial, sans-serif;"><span style="color:#222222;"><span style="background-color:#ffffff;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;">&nbsp;Regularly interact with customers to understand their goals, challenges, and overall satisfaction.</span></span></span></span></span></span></span></li><li style="list-style-type:disc;"><span style="font-size:11pt;font-variant:normal;white-space:pre-wrap;"><span style="font-family:Arial, sans-serif;"><span style="color:#222222;"><span style="background-color:#ffffff;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;">Serve as a primary point of contact for customer inquiries and escalations.</span></span></span></span></span></span></span></li></ul><p style="line-height:1.3800000000000001;background-color:#ffffff;"></p><p style="line-height:1.3800000000000001;background-color:#ffffff;"><span style="font-size:11pt;font-variant:normal;white-space:pre-wrap;"><span style="font-family:Arial, sans-serif;"><span style="color:#222222;"><span style="background-color:#ffffff;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;">Customer Onboarding and Product Adoption:</span></span></span></span></span></span></span></p><ul><li style="list-style-type:disc;"><span style="font-size:11pt;font-variant:normal;white-space:pre-wrap;"><span style="font-family:Arial, sans-serif;"><span style="color:#222222;"><span style="background-color:#ffffff;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;">Collaborate with the Onboarding Specialists to develop onboarding plans and ensure successful product implementation.</span></span></span></span></span></span></span></li><li style="list-style-type:disc;"><span style="font-size:11pt;font-variant:normal;white-space:pre-wrap;"><span style="font-family:Arial, sans-serif;"><span style="color:#222222;"><span style="background-color:#ffffff;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;">Educate customers on product features and best practices to drive adoption and maximize value.</span></span></span></span></span></span></span></li></ul><p style="line-height:1.3800000000000001;background-color:#ffffff;"></p><p style="line-height:1.3800000000000001;background-color:#ffffff;"><span style="font-size:11pt;font-variant:normal;white-space:pre-wrap;"><span style="font-family:Arial, sans-serif;"><span style="color:#222222;"><span style="background-color:#ffffff;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;">Retention and Customer Satisfaction:</span></span></span></span></span></span></span></p><ul><li style="list-style-type:disc;"><span style="font-size:11pt;font-variant:normal;white-space:pre-wrap;"><span style="font-family:Arial, sans-serif;"><span style="color:#222222;"><span style="background-color:#ffffff;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;">Monitor customer health indicators and proactively address issues to prevent churn.</span></span></span></span></span></span></span></li><li style="list-style-type:disc;"><span style="font-size:11pt;font-variant:normal;white-space:pre-wrap;"><span style="font-family:Arial, sans-serif;"><span style="color:#222222;"><span style="background-color:#ffffff;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;">Develop and execute customer success plans to ensure ongoing satisfaction and value realization.</span></span></span></span></span></span></span></li><li style="list-style-type:disc;"><span style="font-size:11pt;font-variant:normal;white-space:pre-wrap;"><span style="font-family:Arial, sans-serif;"><span style="color:#222222;"><span style="background-color:#ffffff;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;">Collaborate cross-functionally with other departments in Grace Hill such as Finance, Support, and Sales to assure Customer satisfaction.</span></span></span></span></span></span></span></li></ul><p style="line-height:1.3800000000000001;background-color:#ffffff;"></p><p style="line-height:1.3800000000000001;background-color:#ffffff;"><span style="font-size:11pt;font-variant:normal;white-space:pre-wrap;"><span style="font-family:Arial, sans-serif;"><span style="color:#222222;"><span style="background-color:#ffffff;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;">Data Analysis and Reporting:</span></span></span></span></span></span></span></p><ul><li style="list-style-type:disc;"><span style="font-size:11pt;font-variant:normal;white-space:pre-wrap;"><span style="font-family:Arial, sans-serif;"><span style="color:#222222;"><span style="background-color:#ffffff;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;">Analyze customer data to identify trends, areas of improvement, and opportunities for enhancing the customer experience.</span></span></span></span></span></span></span></li><li style="list-style-type:disc;"><span style="font-size:11pt;font-variant:normal;white-space:pre-wrap;"><span style="font-family:Arial, sans-serif;"><span style="color:#222222;"><span style="background-color:#ffffff;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;">Create and deliver regular reports on customer success metrics.</span></span></span></span></span></span></span></li></ul><p style="line-height:1.3800000000000001;background-color:#ffffff;"></p><p style="line-height:1.3800000000000001;background-color:#ffffff;"><span style="font-size:11pt;font-variant:normal;white-space:pre-wrap;"><span style="font-family:Arial, sans-serif;"><span style="color:#222222;"><span style="background-color:#ffffff;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;">Customer Feedback and Product Enhancement:</span></span></span></span></span></span></span></p><ul><li style="list-style-type:disc;"><span style="font-size:11pt;font-variant:normal;white-space:pre-wrap;"><span style="font-family:Arial, sans-serif;"><span style="color:#222222;"><span style="background-color:#ffffff;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;">Gather customer feedback and convey insights to the product and development teams for continuous improvement.</span></span></span></span></span></span></span></li><li style="list-style-type:disc;"><span style="font-size:11pt;font-variant:normal;white-space:pre-wrap;"><span style="font-family:Arial, sans-serif;"><span style="color:#222222;"><span style="background-color:#ffffff;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;">Collaborate with other departments to advocate for customer needs and help shape the product roadmap.</span></span></span></span></span></span></span></li></ul><p style="line-height:1.3800000000000001;background-color:#ffffff;"></p><p style="line-height:1.3800000000000001;background-color:#ffffff;"><span style="font-size:11pt;font-variant:normal;white-space:pre-wrap;"><span style="font-family:Arial, sans-serif;"><span style="color:#000000;"><span style="font-weight:700;"><span style="font-style:normal;"><span style="text-decoration:none;">Qualifications:</span></span></span></span></span></span></p><ul><li style="list-style-type:disc;"><span style="font-size:11pt;font-variant:normal;white-space:pre-wrap;"><span style="font-family:Arial, sans-serif;"><span style="color:#222222;"><span style="background-color:#ffffff;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;">Bachelor's degree in business, marketing, or a related field preferred.</span></span></span></span></span></span></span></li><li style="list-style-type:disc;"><span style="font-size:11pt;font-variant:normal;white-space:pre-wrap;"><span style="font-family:Arial, sans-serif;"><span style="color:#222222;"><span style="background-color:#ffffff;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;">Proven experience in a customer-facing role, such as customer success, account management, or sales.</span></span></span></span></span></span></span></li><li style="list-style-type:disc;"><span style="font-size:11pt;font-variant:normal;white-space:pre-wrap;"><span style="font-family:Arial, sans-serif;"><span style="color:#222222;"><span style="background-color:#ffffff;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;">Excellent communication, presentation, and interpersonal skills.</span></span></span></span></span></span></span></li><li style="list-style-type:disc;"><span style="font-size:11pt;font-variant:normal;white-space:pre-wrap;"><span style="font-family:Arial, sans-serif;"><span style="color:#222222;"><span style="background-color:#ffffff;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;">Strong problem-solving and analytical abilities.</span></span></span></span></span></span></span></li><li style="list-style-type:disc;"><span style="font-size:11pt;font-variant:normal;white-space:pre-wrap;"><span style="font-family:Arial, sans-serif;"><span style="color:#222222;"><span style="background-color:#ffffff;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;">Ability to understand and communicate technical concepts.</span></span></span></span></span></span></span></li><li style="list-style-type:disc;"><span style="font-size:11pt;font-variant:normal;white-space:pre-wrap;"><span style="font-family:Arial, sans-serif;"><span style="color:#222222;"><span style="background-color:#ffffff;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;">Proficiency with customer relationship management (CRM) and customer success tools.</span></span></span></span></span></span></span></li><li style="list-style-type:disc;"><span style="font-size:11pt;font-variant:normal;white-space:pre-wrap;"><span style="font-family:Arial, sans-serif;"><span style="color:#222222;"><span style="background-color:#ffffff;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;">A customer-centric mindset with a passion for delivering exceptional service.</span></span></span></span></span></span></span></li><li style="list-style-type:disc;"><span style="font-size:11pt;font-variant:normal;white-space:pre-wrap;"><span style="font-family:Arial, sans-serif;"><span style="color:#222222;"><span style="background-color:#ffffff;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;">Strong organizational and time-management skills.</span></span></span></span></span></span></span></li><li style="list-style-type:disc;"><span style="font-size:11pt;font-variant:normal;white-space:pre-wrap;"><span style="font-family:Arial, sans-serif;"><span style="color:#222222;"><span style="background-color:#ffffff;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;">Goal-oriented with a track record of meeting and exceeding customer success targets.</span></span></span></span></span></span></span></li><li style="list-style-type:disc;"><span style="font-size:11pt;font-variant:normal;white-space:pre-wrap;"><span style="font-family:Arial, sans-serif;"><span style="color:#222222;"><span style="background-color:#ffffff;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;">Must be willing to travel 30% of the time.</span></span></span></span></span></span></span></li></ul><p style="line-height:1.3800000000000001;background-color:#ffffff;"></p><p style="line-height:1.3800000000000001;background-color:#ffffff;"><span style="font-size:11pt;font-variant:normal;white-space:pre-wrap;"><span style="font-family:Arial, sans-serif;"><span style="color:#222222;"><span style="background-color:#ffffff;"><span style="font-weight:700;"><span style="font-style:normal;"><span style="text-decoration:none;">Key Performance Indicators:</span></span></span></span></span></span></span></p><p style="line-height:1.3800000000000001;background-color:#ffffff;"></p><ul><li style="list-style-type:disc;"><span style="font-size:11pt;font-variant:normal;white-space:pre-wrap;"><span style="font-family:Arial, sans-serif;"><span style="color:#222222;"><span style="background-color:#ffffff;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;">Customer retention rate.</span></span></span></span></span></span></span></li><li style="list-style-type:disc;"><span style="font-size:11pt;font-variant:normal;white-space:pre-wrap;"><span style="font-family:Arial, sans-serif;"><span style="color:#222222;"><span style="background-color:#ffffff;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;">Product adoption and usage metrics.</span></span></span></span></span></span></span></li><li style="list-style-type:disc;"><span style="font-size:11pt;font-variant:normal;white-space:pre-wrap;"><span style="font-family:Arial, sans-serif;"><span style="color:#222222;"><span style="background-color:#ffffff;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;">Customer satisfaction and Net Promoter Score (NPS).</span></span></span></span></span></span></span></li><li style="list-style-type:disc;"><span style="font-size:11pt;font-variant:normal;white-space:pre-wrap;"><span style="font-family:Arial, sans-serif;"><span style="color:#222222;"><span style="background-color:#ffffff;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;">Cross-sell revenue generated.</span></span></span></span></span></span></span></li><li style="list-style-type:disc;"><span style="font-size:11pt;font-variant:normal;white-space:pre-wrap;"><span style="font-family:Arial, sans-serif;"><span style="color:#222222;"><span style="background-color:#ffffff;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;">Timely resolution of customer issues and escalations.</span></span></span></span></span></span></span></li><li style="list-style-type:disc;"><span style="font-size:11pt;font-variant:normal;white-space:pre-wrap;"><span style="font-family:Arial, sans-serif;"><span style="color:#222222;"><span style="background-color:#ffffff;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;">Achievement of customer success plan milestones.</span></span></span></span></span></span></span></li><li style="list-style-type:disc;"><span style="font-size:11pt;font-variant:normal;white-space:pre-wrap;"><span style="font-family:Arial, sans-serif;"><span style="color:#222222;"><span style="background-color:#ffffff;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;">Gross and Net Revenue Retention</span></span></span></span></span></span></span></li></ul><p style="line-height:1.656;background-color:#ffffff;"></p><p style="line-height:1.656;background-color:#ffffff;"><span style="font-size:11pt;font-variant:normal;white-space:pre-wrap;"><span style="font-family:Arial, sans-serif;"><span style="color:#222222;"><span style="background-color:#ffffff;"><span style="font-weight:700;"><span style="font-style:normal;"><span style="text-decoration:none;">Outcome-based approach:</span></span></span></span></span></span></span></p><p style="line-height:1.2;background-color:#ffffff;"><span style="font-size:11pt;font-variant:normal;white-space:pre-wrap;"><span style="font-family:Arial, sans-serif;"><span style="color:#222222;"><span style="background-color:#ffffff;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;">Your success as a Customer Success Manager will be measured not just by your activities, but by the outcomes you achieve in terms of customer satisfaction, retention, and revenue growth. Your role is pivotal in ensuring that our customers derive maximum value from our products or services, and your efforts directly contribute to our company's growth and success.</span></span></span></span></span></span></span></p><p style="line-height:1.656;background-color:#ffffff;"></p><p style="line-height:1.656;background-color:#ffffff;"><span style="font-size:11pt;font-variant:normal;white-space:pre-wrap;"><span style="font-family:Arial, sans-serif;"><span style="color:#222222;"><span style="font-weight:700;"><span style="font-style:normal;"><span style="text-decoration:none;">About Grace Hill</span></span></span></span></span></span></p><span style="font-size:11pt;font-variant:normal;white-space:pre-wrap;"><span style="font-family:Arial, sans-serif;"><span style="color:#222222;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;">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</span></span></span></span></span></span><a href="https://www.gracehill.com/" style="text-decoration:none;"><span style="font-size:11pt;font-variant:normal;white-space:pre-wrap;"><span style="font-family:Arial, sans-serif;"><span style="color:#222222;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;"> </span></span></span></span></span></span><span style="font-size:11pt;font-variant:normal;white-space:pre-wrap;"><span style="font-family:Arial, sans-serif;"><span style="color:#1155cc;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:underline;"><span><span>gracehill.com</span></span></span></span></span></span></span></span></a><span style="font-size:11pt;font-variant:normal;white-space:pre-wrap;"><span style="font-family:Arial, sans-serif;"><span style="color:#222222;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;"> or on</span></span></span></span></span></span><a href="https://www.linkedin.com/company/grace-hill/" style="text-decoration:none;"><span style="font-size:11pt;font-variant:normal;white-space:pre-wrap;"><span style="font-family:Arial, sans-serif;"><span style="color:#222222;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;"> </span></span></span></span></span></span><span style="font-size:11pt;font-variant:normal;white-space:pre-wrap;"><span style="font-family:Arial, sans-serif;"><span style="color:#1155cc;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:underline;"><span><span>LinkedIn</span></span></span></span></span></span></span></span></a><span style="font-size:11pt;font-variant:normal;white-space:pre-wrap;"><span style="font-family:Arial, sans-serif;"><span style="color:#222222;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;">.</span></span></span></span></span></span>
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