Customer Success Manager

CBRE, Inc.; City of Westminster; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading real estate services firm is looking for a Customer Success & Digital Enablement Manager. This role will be pivotal in driving engagement and fostering user support within the organization. The ideal candidate will have over 5 years of enterprise customer-facing experience, a Bachelor's degree, and a strong familiarity with extended reality technologies. Join us to shape the future of customer success management and make a significant impact in the digital landscape.

Qualifications

• 5+ years enterprise customer-facing experience in relevant roles.
• Proven track record of high customer renewal and retention.
• Experience with extended reality technologies preferred.

Responsibilities

• Develop success plans to drive engagement and retention.
• Build strong customer relationships.
• Create digital content for customer needs.

Skills

Customer Success Management

Technical Account Management

Training and facilitation

Analytics

Strong communication

Education

Bachelor's degree (B.S. or B.A.)

Tools

Digital internal social platforms

Job description

Customer Success & Digital Enablement Manager (XRS). The Extended Reality Solutions (XRS) team at CBRE delivers cutting‑edge "extended reality" solutions for our front‑line workers. We are seeking a versatile Customer Success Manager who can drive our vision to empower the CBRE technical workforce. This role is ideal for someone who blends digital design savvy, training expertise, facilitation skills, and account management experience. You may be a digital educator, content creator, facilitator, or customer success professional—what matters most is your ability to support users, drive engagement, and foster innovation. You will help create and establish a robust customer success solution for XRS, with opportunities to grow and shape the future of customer success management at CBRE. This position is a maternity cover, 12‑month fixed‑term contract.

What You'll Do

• Understand customers' business objectives, KPIs, and success metrics to develop success plans that drive engagement, product adoption, retention, and growth.
• Build and foster strong customer relationships, serving as an extension of the customer's team.
• Uncover and initiate opportunities for expansion and growth by anticipating customer needs.
• Develop and deliver presentations to customers (including business reviews and ROI/performance reports).
• Partner closely with the XRS team to ensure all customer projects are aligned with goals and executed seamlessly.
• Facilitate manager sessions and confidently present to diverse audiences.
• Facilitate consistent training sessions and live workshops.
• Provide technical and user support, including process improvement and booking support for users and experts.
• Monitor customer health, identify and mitigate risk, and confidently manage multiple client accounts.
• Foster collaboration within CBRE's Digital & Technology team, contribute to process development and best practices, and identify opportunities to develop critical skills.
• Create digital content (video, social media, design assets) to support the team and customer needs.
• Apply a process‑driven eye to design and user experience improvements.
• Utilize digital internal social platforms to foster engagement and cultivate a community‑focused communication environment.

Qualifications

• 5+ years enterprise customer‑facing experience in Customer Success, Technical Account Management, Training, or Consulting roles.
• Bachelor's degree (B.S. or B.A.) from an accredited college or university.
• Proven track record of achieving high customer renewal, retention, and upsell.
• Experience in or at least a basic understanding of extended reality technologies such as virtual reality, augmented reality, or mixed reality.
• Strong facilitation and training skills, with experience in delivering both live and online sessions.
• A customer‑first mentality and an aptitude for building deep customer relationships at all levels.
• Strong analytical skills with the ability to think creatively.
• Excellent communication and presentation skills.
• Proactive, data‑driven, and detail‑oriented with the ability to thrive in a fast‑paced, startup environment.
• Enterprise eCommerce and startup experience is strongly preferred.

Nice‑to‑Haves

• Experience in 3D & AR/MR, program management, and the ability to leverage customer insights for strategic decision‑making.
• Proficiency in driving digital transformation and innovation through technology, with a strong understanding of industry trends and the ability to effectively navigate the digital landscape.