Customer Success Director

CBRE; Columbus (OH); On-site; USD 150,000 - 170,000; Full time

Job summary

CBRE in Columbus, OH is seeking a Client Success Director to lead the OnDemand client management function. You will drive client retention, expansion, and overall satisfaction, partnering with CBRE account teams and operations to deliver scalable, partner-focused service.

Responsibilities include leading the Client Success team, executive sponsorship of strategic relationships, managing adoption, SLA performance, and quarterly business reviews, with a focus on accountability and measurable value

Qualifications

• Bachelor's degree or equivalent with 8-12 years of relevant experience.
• Experience in staffing, training, development, coaching, and measuring performance.
• Ability to convey complex information, set expectations, and solve problems.
• Leadership to drive targets across multiple departments.
• Advanced Microsoft Office skills (Word, Excel, Outlook).
• Authorized to work in the United States without visa sponsorship now or in future.

Responsibilities

• Lead the Client Success team across the OnDemand business.
• Serve as executive sponsor for strategic client relationships.
• Own overall customer satisfaction, retention, and expansion metrics.
• Oversee strategic account planning and client success reviews.
• Partner with Account Teams to identify opportunities for growth and service expansion.
• Monitor client adoption, service utilization, SLA performance, and operational trends.
• Drive continuous improvement initiatives based on feedback.
• Establish escalation governance and resolution processes.
• Leverage analytics to identify trends, risks, and opportunities.
• Present performance of program to senior leadership.
• Lead quarterly business reviews and executive reporting.
• Coach, lead, and develop Client Success Managers and establish performance expectations, career paths and succession planning within the organization.
• Build a customer centric culture focused on accountability, responsiveness, and proactive engagement.

Skills

Leadership

Client Management

Strategic Planning

Communication

Education

Bachelor's Degree

Tools

Microsoft Office

Job description

About us:

The Client Success Director is responsible for leading the OnDemand client management function ensuring that both Enterprise and OnDemand clients realize measurable value from CBRE’s OnDemand team, inclusive of the Shared Technician team. This leader serves as the voice of the customer, drives client retention and expansion opportunities, and ensures operational execution aligns with customer expectations.

The Client Success Director leads a team of Client Success Managers, establishing a proactive client engagement model that promotes adoption, improves satisfaction, reduces escalations, and strengthens strategic partnerships with CBRE account teams.

This role acts as the bridge between clients and operations, ensuring that OnDemand delivers a consistent, scalable, and governable customer experience while supporting growth, profitability and long-term client success.

What You’ll Do:

• Lead the Client Success team across the OnDemand business

• Serve as executive sponsor for strategic client relationships

• Own overall customer satisfaction, retention, and expansion metrics

• Oversee strategic account planning and client success reviews

• Partner with Account Teams to identify opportunities for growth and service expansion

• Monitor client adoption, service utilization, SLA performance, and operational trends

• Drive continuous improvement initiatives based on feedback

• Establish escalation governance and resolution processes

• Leverage analytics to identify trends, risks, and opportunities

• Present performance of program to senior leadership

• Lead quarterly business reviews and executive reporting

• Coach, lead, and develop Client Success Managers and establish performance expectations, career paths and succession planning within the organization

• Build a customer centric culture focused on accountability, responsiveness, and proactive engagement

What You'll Need:

• Bachelor's Degree preferred with 8-12 years of relevant experience. In lieu of a degree, a combination of experience and education will be considered.

• Experience in the areas of staffing, selection, training, development, coaching, mentoring, measuring, appraising, and rewarding performance and retention is preferred.

• Ability to lead the exchange of sensitive, complicated, and difficult information, convey performance expectations, and handle problems.

• Leadership skills to set, manage and achieve targets with a direct impact on multiple departments results within a function.

• In-depth knowledge of Microsoft Office products. Examples include Word, Excel, Outlook, etc.

• Expert organizational skills and an advanced inquisitive mindset.

• Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future

CBRE carefully considers multiple factors to determine compensation, including a candidate’s education, training, and experience. The minimum salary for the position is $150,000 annually and the maximum salary for the position is $170,000 annually. The compensation that is offered to a successful candidate will depend on the candidate’s skills, qualifications, and experience. Successful candidates will also be eligible for a discretionary bonus based on CBRE’s applicable benefit program. The application window is anticipated to close on August 24, 2026 and may be extended as needed.

Equal Employment Opportunity: CBRE is an equal opportunity employer that values diversity. We have a long-standing commitment to providing equal employment opportunity to all qualified applicants regardless of race, color, religion, national origin, sex, sexual orientation, gender identity, pregnancy, age, citizenship, marital status, disability, veteran status, political belief, or any other basis protected by applicable law.

Candidate Accommodations: CBRE values the differences of all current and prospective employees and recognizes how every employee contributes to our company’s success. CBRE provides reasonable accommodations in job application procedures for individuals with disabilities. If you require assistance due to a disability in the application or recruitment process, please submit a request via email at [e-mail] or via telephone at [phone] (U.S.) and [phone] (Canada).

CBRE, Inc. is an Equal Opportunity and Affiliation Employer (Women/Minorities/Persons with Disabilities/US Veterans)