Customer Success Manager – Scaled, Digital

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🌽 Illinois, Massachusetts, +1 more states – Remote

🌽 Illinois – Remote 🍂 Massachusetts – Remote 🤠 Texas – Remote

💵 $99k - $109.5k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Jones Lang LaSalle Americas, Inc.

WebsiteLinkedInAll Job Openings

10,000+ employees

🏠 Real Estate

🤝 B2B

💼 Consulting

Real Estate • B2B • Consulting

Jones Lang LaSalle Americas, Inc. is a company that provides commercial real estate services for corporations and investors worldwide. Their focus is on helping clients save money, increase productivity, and improve sustainability in real estate operations.

📋 Description

• Manage a scaled book of 40–50 mid-market accounts through proactive, data-driven engagement • Maintain regular quarterly and/or ad hoc client touchpoints through digital communications and strategic live interactions • Analyze product usage data, NPS signals, and account health indicators to identify trends, risks, and opportunities • Develop scalable action plans and one-to-many engagement strategies • Identify and develop upsell and expansion opportunities with Sales • Advocate internally for mid-market client needs in product and Customer Success discussions • Host and facilitate a monthly product webinar covering updates, best practices, and client Q&A • Manage and improve the Product University • Create and maintain in-app guidance, including tooltips and walkthroughs • Document and refine scalable digital engagement playbooks • Develop proactive post-sale and post-implementation email campaigns • Identify portfolio patterns that inform product priorities and Customer Success strategy • Collaborate with Customer Success, Product, Sales, and Marketing • Contribute to internal knowledge resources, client references, success stories, and the evolution of the scaled and digital Customer Success model

🎯 Requirements

• Experience managing a high volume of accounts (40+), preferably 40–50 simultaneously • Ability to create efficient processes that maintain quality at scale • Strong ability to analyze customer usage data across a variety of tools • Ability to identify patterns and translate insights into prioritized, actionable outreach strategies • Familiarity with digital Customer Success motions, webinar facilitation, in-app guidance tools, learning management or product education platforms, and scalable communication strategies • Confident facilitating presentations and webinars for large audiences • Clear and effective written and one-on-one client interactions across digital channels • Ability to design and deliver engaging group training sessions and webinars • Exceptional organizational skills and autonomous time management • Ability to independently prioritize high-impact work • Genuine commitment to customer value • Ability to work cross-functionally with Customer Success, Product, Sales, and Marketing • Curiosity, resourcefulness, solutions-focused outlook, and willingness to continuously learn • Familiarity with commercial real estate technology and property management operations (nice to have) • Must be authorized to work in the United States without sponsorship • Visa sponsorship is not provided

🏖️ Benefits

• 401(k) plan with matching company contributions • Comprehensive Medical, Dental & Vision Care • Paid parental leave at 100% of salary • Paid Time Off and Company Holidays • Early access to earned wages through Daily Pay • Supportive culture • Benefits package prioritizing mental, physical and emotional health