Customer Success Manager (Scaled & Digital)

JLL•Boston, MA

3d•$99,000 - $109,500•Remote

About The Position

The Customer Success Manager, Scaled & Digital, combines management of a scaled portfolio of 40–50 mid-market accounts with ownership of digital programs that drive adoption and engagement across the client base. The role uses analytics and account health signals to identify risk and expansion opportunities, engage clients proactively, and maintain relationships at scale. It also designs and delivers digital engagement, including monthly webinars, in-app guidance, product education, and proactive email campaigns. The position suits someone who can move between individual client interactions and scalable engagement strategies while helping build and improve the team's approach. The role is remote, with listed locations of Boston, Massachusetts; Chicago, Illinois; and Dallas, Texas. Candidates must be authorized to work in the United States without sponsorship; visa sponsorship is not provided.

Requirements

Experience managing 40 or more accounts simultaneously and creating efficient processes that maintain quality at scale.
Strong ability to analyze customer usage data across tools, identify patterns, and turn insights into prioritized, actionable outreach strategies.
Familiarity with digital Customer Success programs, including webinar facilitation, in-app guidance tools, product education or learning platforms, and scalable communications.
Excellent communication skills for presentations, webinars, written communication, and one-on-one client interactions across digital channels.
Ability to design and deliver engaging group training sessions and webinars for diverse participants.
Exceptional organizational skills and autonomous time management, including the ability to prioritize across a high volume of accounts and multiple programs.
Customer-focused commitment to delivering value through both individual conversations and digital programs.
Collaborative, team-oriented approach and ability to work across Customer Success, Product, Sales, and Marketing.
Positive, solutions-focused outlook, resourcefulness, curiosity, and willingness to continuously learn.
Authorization to work in the United States without sponsorship; the position does not provide visa sponsorship.

Nice To Haves

Familiarity with commercial real estate technology and the operational needs of property management teams.

Responsibilities

Manage a book of 40–50 mid-market accounts with regular quarterly and/or ad hoc touchpoints through digital communications and strategic live interactions.
Analyze product usage data, NPS signals, and account health indicators to identify trends, risks, and opportunities, and develop scalable action plans.
Design and implement one-to-many engagement strategies that drive adoption, address risks early, and maintain client sentiment, while providing individualized attention to struggling or escalated accounts when needed.
Partner with Sales to identify and develop upsell and expansion opportunities.
Represent mid-market client needs in product and Customer Success discussions.
Host and facilitate a monthly product webinar covering product updates, best practices, and client questions.
Manage and continually improve Product University content to keep it accurate, current, and aligned with client needs.
Create and maintain in-app guidance, including tooltips and walkthroughs, to support end-user adoption and self-service enablement.
Document and refine digital engagement playbooks for reuse across the Customer Success team.
Develop proactive post-sale, post-implementation email campaigns to drive adoption, expansion, and client sentiment.
Identify portfolio-wide patterns that can inform product development priorities and Customer Success strategy.
Collaborate with Customer Success, 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 the scaled and digital Customer Success model.