Customer Success Manager (Scaled & Digital)

JLL•Boston, MA

1d•$99,000 - $109,500•Remote

About The Position

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.

Requirements

Experience managing a high volume of accounts (40+) simultaneously, with the ability to create efficient processes that maintain quality at scale.
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.
Familiarity with digital CS motions including webinar facilitation, in-app guidance tools, learning management or product education platforms, and scalable communication strategies.
Confident facilitating presentations and webinars for large audiences; equally clear and effective in written and one-on-one client interactions across digital channels.
Ability to design and deliver engaging group training sessions and webinars that meet the needs of diverse participants and deliver clear, demonstrable value.
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.
A genuine commitment to delivering value at every touchpoint — whether through a one-to-one client conversation or a one-to-many digital program.
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.
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.

Nice To Haves

CRE Tech Knowledge (nice to have): Familiarity with commercial real estate technology and the operational needs of property management teams.

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