Director of Customer Success Management

Summary

Join Grace Hill as the Director of Customer Success Management and lead a high-performing team dedicated to driving customer success in a dynamic technology services environment. This remote position involves building client relationships, developing strategies for client growth, and ensuring the team delivers high-quality, cost-effective services. You will collaborate with various teams, analyze customer data, and implement initiatives to enhance customer satisfaction and retention. The role requires strong leadership, communication, and analytical skills, along with experience in customer success and technology services. This position offers the opportunity to shape the future of the customer success function and make a significant impact on the company's growth.

Requirements

• 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, HubSpot) and other customer success tools
• Results-oriented with a track record of achieving and exceeding customer success and revenue targets

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

Preferred Qualifications

• Bachelor's degree in business, marketing, or a related field
• Multifamily property management experience
• Minimum of 5 years of experience in customer success, account management, or related roles within the technology services industry

Benefits

Remote work