Customer Success Manager

Grata; Toronto; Hybrid; CAD 75,000 - 105,000; Full time

Job summary

Grata is seeking a Customer Success Manager in Toronto to enhance client relationships and achieve measurable results. The role focuses on onboarding, performance reviews, and revenue growth by expanding the company's market presence. Ideal candidates will have extensive experience in customer success within the multifamily real estate sector and possess exceptional communication skills.

Benefits

Competitive base salary + commission structure

Flexible working arrangements (remote or hybrid)

Expense accounts for client meetings

Regular team events

Professional development opportunities

Qualifications

• 5+ years of experience in customer success or related role.
• Strong track record in upselling and account expansion.
• Excellent communication and presentation skills.

Responsibilities

• Serve as primary contact for clients to ensure platform value.
• Lead client onboarding and training for platform adoption.
• Conduct regular business reviews to optimize client performance.

Skills

Client Success

Account Management

Upselling

Communication

Operational Efficiency

Job description

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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.

• 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 ️.
• Flexible working arrangements (remote or hybrid) .
• Regular team events, professional development opportunities, and a collaborative work culture .

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Full-time

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