Customer Success Manager (Scaled & Digital)

JLL provides real estate services, advisory, and technology solutions for clients while helping shape a brighter way forward. The Customer Success Manager, Scaled & Digital will manage a portfolio of mid-market accounts while designing and delivering scalable digital engagement programs that drive product adoption, expansion, and client sentiment.

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

Requirements:

• • 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