Customer Success Manager (Scaled & Digital)

Roles and Responsibilities

Scaled Customer Success Management

• 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

Digital Engagement & Enablement 

• 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. 

Cross-functional Collaboration & Continuous Improvement 

• 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

Who We Are Looking For 

The successful candidate will demonstrate: 

• 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. 

• CRE Tech Knowledge (nice to have): Familiarity with commercial real estate technology and the operational needs of property management teams. 

This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.

If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements.  We’re interested in getting to know you and what you bring to the table!

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Pursuant to the Los Angeles Fair Chance Initiative for Hiring Ordinance, JLL will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Accepting applications on an ongoing basis until candidate identified.