Customer Success Manager (Scaled & Digital)

JLL empowers you to shape a brighter way.  

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong.  Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.   

About the Role
Our Customer Success Manager, Scaled & Digital plays a unique and high-impact role within the Customer Success organization. This hybrid position combines two critical functions: managing a scaled book of 40–50 mid-market accounts through proactive, data-driven engagement, and owning the digital programs that drive adoption and engagement across the entire client base.

You will leverage data analytics and risk signals to proactively engage your portfolio, identifying at-risk accounts, surfacing expansion opportunities, and maintaining meaningful client relationships at scale. At the same time, you will design and deliver the digital engagement motions that serve all clients & end-users: monthly webinars, in-app guidance, and building proactive email campaigns that drive adoption, expansion, and client sentiment.

This role is ideal for someone energized by both relationship management and systems thinking, a CSM who can move fluidly between individual client interactions and scalable, programmatic engagement strategies, and who thrives when building something versus inheriting a fully defined playbook.

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