Senior Customer Success Manager

Senior Customer Success Manager

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Job Description

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SENIOR CUSTOMER SUCCESS MANAGER COSTAR REAL ESTATE MANAGER – ATLANTA, GA

COMPANY DESCRIPTION

CoStar Group (NASDAQ: CSGP) is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces. Included in the S&P 500 Index and the NASDAQ 100, CoStar Group is on a mission to digitize the world’s real estate, empowering all people to discover properties, insights and connections that improve their businesses and lives.

We have been living and breathing the world of real estate information and online marketplaces for over 35 years, giving us the perspective to create truly unique and valuable offerings to our customers. We’ve continually refined, transformed and perfected our approach to our business, creating a language that has become standard in our industry, for our customers, and even our competitors. We continue that effort today and are always working to improve and drive innovation. This is how we deliver for our customers, our employees, and investors. By equipping the brightest minds with the best resources available, we provide an invaluable edge in real estate.

COSTAR REAL ESTATE MANAGER

CoStar Real Estate Manager is the leading platform for lease accounting, lease administration and the management of portfolios, transactions, projects and construction. Clients use CoStar Real Estate Manager to make smarter decisions and to enable their team to work together more effectively. 

Learn more about CoStar Real Estate Manager. 

ROLE DESCRIPTION

The Senior Customer Success Manager is a trusted advisor responsible for ensuring customer success with strategically important customers (i.e. enterprise customers, at-risk customers, or other customers where strong relationship is needed to drive growth). They align with customers at the stakeholder and main business user level building lasting relationships. Successful Senior Customer Success Managers partner with customers to accelerate business value and ROI from their investment with CoStar Real Estate Manager. The ideal candidate will work effectively across internal departments leveraging resources, product, and industry knowledge to accomplish goals and ensuring the overall customer well-being resulting in increased value, retention, customer satisfaction and expansion of the CoStar Real Estate Manager footprint.

RESPONSIBILITIES

• Navigate customer's internal hierarchy to build strong, lasting relationships and serve as trusted advisor with main business users as well as decision makers.
• Understand and document each customer’s definition of success and their intended usage of the application and licensed modules.
• Ensure that customers derive maximum value from their investment in CoStar Real Estate Manager, monitor effective utilization of all licensed modules, identify new opportunities, and collaborate with other CoStar Real Estate Manager stakeholder teams to ensure adoption and a successful renewal.
• Lead strategic discussions and executive business reviews with customers to continually communicate CoStar Real Estate Manager value/ROI to customers throughout the customer journey.
• Analyze trends in customer usage data and develop a deep understanding of their needs to create and execute adoption, growth, and/or general success plans for customers.
• Understand typical business challenges faced by customers and common objectives to advise on best practices and appropriately map CoStar Real Estate Manager solutions and associated business benefits to address their needs.  
• Promote the capabilities of CoStar Real Estate Manager across all product lines and perform targeted trainings with customers to increase adoption.   
• Keep up-to-date on industry trends and functional aspects of enhancements to make thoughtful suggestions to address customer needs.
• Identify and record the metrics necessary to measure the health and success strategy of the customer. 
• Identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan or escalate as needed.
• Serve as part of the dedicated escalation path for customers and work with internal teams to prioritize responses or requests with Client Services, Product, Consulting, etc.