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Customer Success Manager

1 month ago

Toronto, Ontario, Canada Grata Full time

Grata is redefining multifamily and student housing operations with its cutting-edge smart living platform .

We are seeking a Customer Success Manager to act as a trusted advisor and strategic partner to our clients. You'll play a pivotal role in fostering strong relationships, ensuring satisfaction, and driving measurable results by helping property owners and managers maximize their Net Operating Income (NOI) .

Additionally, you will focus on expanding Grata's footprint within existing accounts and identifying opportunities to upsell and drive net-new revenue.

Key Responsibilities:

  • Client Success & Retention: Serve as the primary contact for assigned clients, ensuring they fully realize the value of Grata's platform to streamline operations and enhance tenant engagement.
  • Upselling & Expansion: Proactively identify and promote additional product features and services that align with client goals. Partner with clients to expand Grata's solutions to additional buildings and properties within their portfolios.
  • Onboarding & Training: Lead new client onboarding and ensure seamless platform adoption through tailored training sessions and ongoing support.
  • Performance Reviews: Conduct regular business reviews with clients to analyze performance metrics, identify areas for improvement, and recommend best practices to optimize NOI.
  • Issue Resolution: Address client concerns and coordinate with internal teams to resolve issues promptly, minimizing impact on client operations.
  • Revenue Growth: Collaborate with sales and marketing teams to generate net-new opportunities and identify cross-sell potential within existing accounts.
  • Client Advocacy: Act as the voice of the customer internally, sharing feedback and insights with product, marketing, and leadership teams to shape Grata's offerings.

Requirements:

  • 5+ years of experience in customer success, account management, or a related client-facing role in multifamily real estate or prop-tech.
  • Proven track record in upselling, cross-selling, and expanding account value.
  • Strong understanding of NOI and operational efficiency strategies in multifamily real estate.
  • Exceptional communication and presentation skills, with the ability to convey complex solutions to diverse audiences .
  • Self-motivated, results-driven, and skilled at managing multiple client relationships simultaneously .

What We Offer:

  • Competitive base salary + commission structure with uncapped earning potential .
  • Expense accounts for client meetings, entertainment, and travel .
  • Health benefits, including comprehensive medical, dental, and vision coverage .
  • Flexible working arrangements (remote or hybrid) .
  • Regular team events, professional development opportunities, and a collaborative work culture .