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