Customer Success Director

CBRE Group, Inc.; Columbus (OH); On-site; USD 120,000 - 180,000; Full time

Job summary

CBRE Group, Inc. is seeking a Client Success Director to lead the OnDemand client management function, driving measurable value, adoption, and satisfaction for Enterprise and OnDemand clients.

This leader will ensure a scalable, governable customer experience while supporting growth and profitability. The role requires building strong partnerships with CBRE account teams, overseeing client success reviews, and steering quarterly business reviews with senior leadership.

Qualifications

• Bachelor's degree preferred with 8–12 years of relevant experience.
• Experience in staffing, training, coaching, mentoring, and measuring performance is preferred.
• Ability to convey performance expectations and handle difficult information.

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.

Skills

Leadership

Client management

Stakeholder management

Analytical thinking

Communication

Education

Bachelor's degree preferred

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

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