Scaled Customer Success Manager

JLL supports the Whole You, personally and professionally.

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work.  Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.

Position Summary:

Our team is hiring our first Scaled Customer Success Manager to drive end-user and client engagement efforts! The Scaled Customer Success Manager (or “Digital Customer Success Manager”) will play a pivotal role in ensuring the success and satisfaction of our customers and end-users. You will work closely with Product, Marketing, Customer Experience, and Learning and Development teams to create product education resources and support materials, as well as engage directly with customers to gain insights into their experience, identify opportunities for improvement, and proactively address issues and drive product adoption. Additionally, you will develop and implement scalable, 1:Many customer engagement strategies (ex. webinars, best practice series) to efficiently support a large customer base.

Key Responsibilities:

• Develop expert product knowledge and stay up-to-date on new product features and releases.

• Create engaging and informative customer education materials, including tutorials, guides, videos, and webinars.

• Conduct regular outreach to users to collect feedback and gain a deep understanding of their experience with our products.

• Proactively address customer concerns, issues, or questions, providing timely and effective resolutions to ensure customer satisfaction.

• Develop and implement scaled engagement strategies to efficiently reach a larger number of customers, ensuring that they are skillfully leveraging product functionality.

• Identify success metrics to ensure engagement strategies are positively impacting product NPS, client retention and satisfaction, and expansion goals.

• Analyze customer usage patterns and behavior to identify opportunities for growth, providing actionable recommendations to drive product adoption.

• Collaborate cross-functionally with Sales, Product, and Customer Experience teams to ensure a cohesive and seamless customer journey.

• Stay informed about Commercial Real Estate, Customer Success, and Property Technology trends and best practices to continuously improve strategies and approaches.

Qualifications:

• Proven experience in scaled Customer Success, Account Management, or a similar role.

• Strong interpersonal and communication skills, with the ability to engage effectively with customers and internal teams.

• Excellent problem-solving skills, with a commitment to proactively address customer concerns and resolve issues.

• Knowledge of customer success strategies, customer lifecycle ("journey") management, and customer engagement methodologies.

• Familiarity with Learning and Development principles, instructional design, and content creation.

• Proficient in using Pendo, Salesforce, customer engagement tools, and digital communication platforms.

• Strong project management skills, with the ability to multitask and prioritize in a fast-paced environment.

• Self-motivated, detail-oriented, and able to work independently as well as part of a collaborative team.

Estimated compensation for this position is:

89,000.00 – 95,000.00 USD per year

The pay range listed is a total compensation range including bonus, if applicable. The provided range is an estimate and not guaranteed. An employment offer is based on applicant’s education, experience, skills, abilities, geographic location, internal equity and alignment with market data.

Location:

Remote –Baltimore, MD, Boston, MA, Chicago, IL, New York, NY, Washington, DC

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!

Personalized benefits that support personal well-being and growth:

JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health. Some of these benefits may includ