Grace Hill

Customer Success Manager

• 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.

Director of Customer Success Management

• Guide new clients through onboarding transition from sales to partnership run state
• Manage account setup, integration strategy, and user training
• Record videos and deliver services in conjunction with on-site training and content creation
• Set, communicate, and manage goals and milestones with clients and sponsors
• Build strong, long-term relationships with clients through constant communication
• Conduct quarterly client success reports to optimize product and service
• Evaluate risk management for each client and proactively drive retention
• Communicate and strategize with each account to drive adoption
• Work with leadership on client success strategies for maximum retention and growth
• Capture user sentiment, feedback, and product enhancement ideas

Client Success Manager

QA Engineer

• Ensure software quality through manual testing and defect logging
• Review software requirements, designs, and acceptance criteria
• Write and execute manual test scripts following established testing processes
• Log and document software defects found during testing
• Perform regression and sanity testing to ensure new changes do not negatively impact existing functionality
• Collaborate with SQEs, SDEs, and Product Development Owners to communicate issues and resolve defects
• Collaborate with Product Owners to refine user stories and acceptance criteria
• Contribute to improvement of test processes and quality metrics
• Learn and apply test automation strategies and existing test tools at component and application level
• Use SQL queries to verify data accuracy and integrity during testing

Director of Customer Success Management

Client Success Manager

Software Quality Engineer

Customer Success Manager