Customer Success Manager- HelloData
Grace Hill · United States
- Hybrid
- Full-time
- $90,000 / year
- United States
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Job highlights
- Drive customer adoption, retention, and expansion for HelloData.
- Manage mid-market and enterprise customer accounts.
- Act as a trusted advisor, preventing churn.
- Identify upsell and expansion opportunities.
- Collaborate cross-functionally to improve customer experience.
About the role
About Grace Hill
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.About the HelloData Product
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.Job Summary
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 within SaaS or tech REQUIRED
- Property management and/or real estate industry (multifamily, commercial, proptech, brokerage, development, etc.) experience is strongly preferred
- 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:
$80,000- $90,000 Base (determined by background and experience) + Variable CommissionBenefits:
Grace Hill offers a robust suite of benefits, including health, dental and vision insurance, 401K, PTO, life insurance, disability insurance, and more.Key skills/competency
- Customer Success Management
- Account Management
- SaaS
- Relationship Building
- Sales
- Product Adoption
- Customer Retention
- Data Analysis
- CRM Tools
- Real Estate Industry
Skills & topics
- Customer Success Manager
- Account Management
- SaaS
- Real Estate Tech
- PropTech
- Customer Retention
- Revenue Growth
- Client Relations
- Salesforce
- HubSpot
How to get hired
- Tailor your resume: Highlight SaaS customer success and real estate experience. Quantify achievements in retention and growth.
- Craft a compelling cover letter: Emphasize your understanding of HelloData's product and its value to multifamily clients.
- Prepare for interviews: Be ready to discuss your approach to customer onboarding, retention strategies, and handling challenging client situations. Showcase your data-driven mindset.
- Research Grace Hill: Understand their mission, values, and the impact of their HelloData product. Show genuine interest in their growth trajectory.
- Network: Connect with current Grace Hill employees on LinkedIn to gain insights into the company culture and team dynamics.
Technical preparation
Master CRM and CS tool functionalities.,Practice analyzing customer data for ROI.,Prepare product demo skills for adoption.,Understand HelloData's AI and data features.
Behavioral questions
Describe a time you prevented customer churn.,How do you build trusted client relationships?,Share an experience driving revenue expansion.,How do you collaborate with cross-functional teams?
Frequently asked questions
- What is the primary focus of the Customer Success Manager role at Grace Hill for the HelloData product?
- The Customer Success Manager role at Grace Hill focuses on driving customer adoption, retention, and expansion for the HelloData product. This involves serving as a trusted advisor to customers, ensuring they quickly realize value and grow with the platform, ultimately leading to renewals and satisfaction.
- What industry experience is preferred for the Customer Success Manager position at Grace Hill?
- Property management and/or real estate industry experience, including multifamily, commercial, proptech, brokerage, or development, is strongly preferred for this Customer Success Manager role. This industry knowledge is crucial for understanding customer needs and aligning HelloData's solutions.
- What are the key performance indicators (KPIs) for a Customer Success Manager at Grace Hill?
- Key performance indicators include customer retention (gross/net revenue retention), product adoption and usage, customer satisfaction (NPS), expansion and cross-sell revenue, timely resolution of risks, and achievement of customer success plan milestones.
- What is the typical career progression for a Customer Success Manager at Grace Hill?
- While specific paths vary, a Customer Success Manager at Grace Hill can progress into senior CSM roles, team lead positions, or move into broader account management or sales leadership roles, especially within the high-growth HelloData division. The emphasis on building processes also opens doors for operational leadership.
- What tools and technologies will a Customer Success Manager use at Grace Hill?
- A Customer Success Manager at Grace Hill will utilize CRM and Customer Success tools. Examples include HubSpot, Intercom, Salesforce, Gainsight, and ChurnZero for managing customer activity, health, and engagement.
- Is this a remote position, and are there any travel expectations for the Customer Success Manager role?
- Yes, this is a remote position for US-based candidates. There is a willingness to travel up to approximately 30% as needed, likely for key client meetings or strategic engagements.
- What is the salary range and compensation structure for the Customer Success Manager role?
- The Customer Success Manager role offers a base salary range of $80,000 to $90,000, determined by background and experience, plus variable commission. This compensation structure rewards performance in driving customer retention and expansion.