Job Details

Director Of Customer Success Management

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%

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.