Note: The job is a remote job and is open to candidates in USA. JLL is a global provider of real estate and investment management services that combines world-class services, advisory, and technology to improve the future of real estate. The Customer Success Manager, Scaled & Digital manages a portfolio of mid-market accounts using data-driven engagement while designing scalable digital programs, webinars, in-app guidance, and email campaigns to drive adoption, expansion, and client satisfaction.
Responsibilities
- Own a book of 40–50 mid-market accounts, maintaining regular (quarterly and/or ad hoc) and effective touchpoints through a mix of digital communications and strategic live interactions
- Analyze product usage data, NPS signals, and account health indicators across your portfolio to identify trends, risks, and opportunities; develop scalable action plans based on these insights
- Design and implement ‘one-to-many' engagement strategies to drive adoption, address risk early, and maintain positive client sentiment, knowing when to give individualized attention to struggling or escalated accounts
- Partner with Sales to identify and develop upsell and expansion opportunities within your book of business
- Serve as the internal advocate for mid-market client needs, representing their voice in product and CS discussions
- Host and facilitate a monthly product webinar for the client base, covering product updates, best practices, and client Q&A
- Manage and continuously improve the Product University, ensuring content is accurate, current, and aligned to evolving client needs
- Create and maintain in-app guidance (tooltips, walkthroughs) that drives end-user adoption and self-serve enablement at scale
- Document and refine successful digital engagement playbooks that can be replicated and scaled across the broader CS team
- Build our first post-sale, post-implementation digital engagement play: develop proactive email campaigns that drive adoption, expansion, and client sentiment
- Identify patterns across your portfolio that can inform product development priorities and CS team strategy
- Collaborate with CS, Product, Sales, and Marketing to surface client trends, contribute to internal knowledge resources, and develop client references and success stories
- Contribute to the ongoing evolution of our scaled and digital CS model
Skills
- * **Scale Mindset:** Experience managing a high volume of accounts (40+) simultaneously, with the ability to create efficient processes that maintain quality at scale. You know when to go broad and when an account needs individualized attention
- * **Data Analysis Skills:** Strong ability to analyze customer usage data across a variety of tools, identify patterns, and translate insights into prioritized, actionable outreach strategies across a large portfolio
- * **Digital Engagement Experience:** Familiarity with digital CS motions including webinar facilitation, in-app guidance tools, learning management or product education platforms, and scalable communication strategies
- * **Excellent Communication Skills:** Confident facilitating presentations and webinars for large audiences; equally clear and effective in written and one-on-one client interactions across digital channels
- * **Group Facilitation & Meeting Management:** Ability to design and deliver engaging group training sessions and webinars that meet the needs of diverse participants and deliver clear, demonstrable value
- * **Strong Organizational Skills & Autonomous Time Management:** Exceptional ability to manage a high volume of accounts and multiple digital programs simultaneously without letting details slip. Able to independently prioritize where effort creates the greatest impact
- * **Customer Focus:** A genuine commitment to delivering value at every touchpoint — whether through a one-to-one client conversation or a one-to-many digital program
- * **Collaborative, Team-Oriented Approach:** Able to work cross-functionally with CS, Product, Sales, and Marketing to deliver a cohesive client experience while balancing the constraints of a high-volume role
- * **Positive, Solutions-Focused Outlook:** Approaches challenges with curiosity and resourcefulness. Asks “how do we make this work?” rather than defaulting to limitations. A genuine willingness to continuously learn is a must
- This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship
- * **CRE Tech Knowledge (nice to have):** Familiarity with commercial real estate technology and the operational needs of property management teams
Benefits
- Remote work arrangement
- 401(k) plan with matching company contributions
- Comprehensive Medical, Dental & Vision Care
- Paid parental leave at 100% of salary
- Paid Time Off and Company Holidays
- Early access to earned wages through Daily Pay
Company Overview