Customer Success Manager, Real Estate Manager/Visual Lease - Iselin, NJ or Atlanta, GA

CoStar•Woodbridge Township, NJ

88d•$85,000 - $105,000•Onsite

About The Position

CoStar Group is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces. We are seeking a Customer Success Manager (CSM) who thrives on helping customers realize the full value of their investment. As a trusted advisor and proactive partner, you’ll work with mid-market to enterprise accounts to build strong relationships, drive product adoption, and ensure ongoing satisfaction and retention throughout onboarding and beyond. The ideal candidate is an experienced customer success professional ready to manage more complex accounts and strategic responsibilities while continuing to deliver hands-on support and training. You’ll collaborate across internal teams, leverage your growing product and industry expertise, and use strategic thinking to help customers resolve challenges and achieve meaningful business outcomes. If you’re motivated, adaptable, and ready to make an impact by empowering our customers’ success, we’d love to have you on our team. This position is 5 days in our New Jersey or Atlanta office.

Requirements

Bachelor’s degree required from an accredited, not-for-profit, in-person college/university.
3–5 years of experience in customer success, account management, customer service, or implementation, with demonstrated success driving customer outcomes, adoption, or satisfaction in a technology or SaaS environment.
Proven ability to manage multiple priorities, adapt to change, and maintain high performance in a fast-paced environment.
Strong communication and interpersonal skills — able to lead meetings, guide conversations, and foster collaboration across teams.
Solid understanding of business processes (sales, service, support) and the ability to connect technical capabilities to business outcomes.
Demonstrated problem-solving skills, initiative, and attention to detail.
Excellent listening, empathy, and conflict-resolution abilities.
Collaborative team player with professional and positive demeanor.
Willingness to travel for customer onsite visits and training (approximately 5-10% travel).
A track record of commitment to prior employers.

Nice To Haves

Customer Success certification (e.g., CCSM or equivalent).
Working knowledge of the CoStar Real Estate Manager and/or Visual Lease product, platform features and capabilities or familiarity with other enterprise real estate management/lease administration or lease accounting tools.
Experience collaborating across cross-functional teams to achieve customer goals.
Ability to gracefully navigate challenging conversations and appropriately tailor communication style to an audience.
Adaptable mindset with the ability to thrive on change and ambiguity.
Experience presenting and building relationships with senior stakeholders.
Experience with commercial real estate management or lease accounting.

Responsibilities

Foster trusted relationships with customers and internal stakeholders, building credibility through consistent follow-through and proactive communication.
Act as the primary point of contact for a portfolio of mid-market and select enterprise accounts post-onboarding.
Solicit customer feedback (CSAT & NPS) and close feedback loops.
Collect customer feedback and stories and close feedback loops.
Ensure that customers derive maximum value from their investment in the product, monitor effective utilization of all licensed modules, identify new opportunities, and collaborate with other internal stakeholder teams to ensure adoption and a successful renewal.
Drive platform adoption and utilization by understanding customer business objectives and aligning them with system capabilities.
Lead customer engagements, including regular check-ins and executive business reviews, to communicate value, track progress toward goals, and identify opportunities for growth.
Understand customer challenges and objectives, developing and executing success plans that align with business outcomes and solutions through the system and other company platforms as appropriate.
Ability to understand customer’s questions/needs and recognize the appropriate internal teams to route to for resolution.
Monitor customer health and engagement metrics and partner with Sales Account Executives to identify risks and develop mitigation strategies to support renewal and long-term success.
Identify and mitigate retention risks, partner with internal stakeholders on renewal strategies.
Support expansion opportunities by identifying additional use cases and collaborating with internal teams.
Identify business maturity level for assigned accounts; determine strategy for advancement to the next stage.
Identify and manage retention risks.
Promote platform capabilities through targeted customer education, demonstrations, and targeted training sessions to expand usage and adoption.
Deliver scheduled platform reviews and provide actionable recommendations to optimize usage.
Stay current on product features and enhancements as well as industry trends and best practices, using that knowledge to make informed recommendations and guide customers toward optimal outcomes, ultimately adding value in customer interactions.
Serve as part of the dedicated escalation path for customers and collaborate cross-functionally with internal teams to prioritize responses or requests with Client Support, Product, Consulting, etc.

Benefits

Generous compensation and performance-based incentives.
Internal training.
Tuition reimbursement.
Inter-office exchange program.
Comprehensive healthcare coverage: Medical / Vision / Dental / Prescription Drug
Life, legal, and supplementary insurance
Virtual and in person mental health counseling services for individuals and family
Commuter and parking benefits
401(K) retirement plan with matching contributions
Employee stock purchase plan
Paid time off
Tuition reimbursement
On-site fitness center and/or reimbursed fitness center membership costs (location dependent)
Access to CoStar Group’s Diversity, Equity, & Inclusion Employee Resource Groups
Complimentary gourmet coffee, tea, hot chocolate, fresh fruit, and other healthy snacks