Customer Success Manager (Scaled & Digital)

JLL; Chicago (IL); Hybrid; USD 90,000 - 150,000; Full time

Job summary

JLL is seeking a Customer Success Manager, Scaled & Digital to manage 40–50 mid-market accounts and own digital programs driving adoption across the client base. You will blend relationship management with scalable engagement, using data signals to surface risks and expansion opportunities.

This hybrid role requires delivering monthly webinars, building in-app guidance, and developing proactive email campaigns while collaborating with Sales, Product, and Marketing to improve client outcomes.

Qualifications

• Experience managing a high volume of accounts (40+).
• Strong ability to analyze customer usage data and translate insights into outreach strategies.
• Familiarity with digital CS motions including webinar facilitation and in-app guidance.
• Confident in presenting to large audiences and facilitating webinars.
• Excellent written and verbal communication across cross-functional teams.
• Ability to design and deliver scalable, group training and webinars.

Responsibilities

• Own a book of 40–50 mid-market accounts, maintaining regular touchpoints through digital communications and live interactions.
• Analyze product usage data, NPS signals, and health indicators to identify risks and opportunities; develop scalable action plans.
• Design and implement 'one-to-many' engagement strategies to drive adoption and manage at-scale risk.
• Partner with Sales to identify upsell and expansion opportunities within your portfolio.
• Serve as the internal advocate for mid-market client needs in CS discussions.
• Host a monthly product webinar covering updates and best practices for clients.
• Manage and improve the Product University content to align with client needs.
• Create in-app guidance that drives adoption and self-serve enablement at scale.
• Document and refine scalable digital engagement playbooks for the CS team.
• Develop post-sale digital engagement campaigns to drive adoption and sentiment.

Skills

Scale mindset

Data analysis

Digital engagement

Communication skills

Group facilitation

Organizational skills

Customer focus

Collaboration

Positive mindset

CRE tech knowledge

Job description

About The Role

Our Customer Success Manager, Scaled & Digital plays a unique and high-impact role within the Customer Success organization. This hybrid position combines two critical functions: managing a scaled book of 40–50 mid-market accounts through proactive, data-driven engagement, and owning the digital programs that drive adoption and engagement across the entire client base.

Our Customer Success Manager, Scaled & Digital plays a unique and high-impact role within the Customer Success organization. This hybrid position combines two critical functions: managing a scaled book of 40–50 mid-market accounts through proactive, data-driven engagement, and owning the digital programs that drive adoption and engagement across the entire client base.

You will leverage data analytics and risk signals to proactively engage your portfolio, identifying at‑risk accounts, surfacing expansion opportunities, and maintaining meaningful client relationships at scale. At the same time, you will design and deliver the digital engagement motions that serve all clients & end-users: monthly webinars, in‑app guidance, and building proactive email campaigns that drive adoption, expansion, and client sentiment.

This role is ideal for someone energized by both relationship management and systems thinking, a CSM who can move fluidly between individual client interactions and scalable, programmatic engagement strategies, and who thrives when building something versus inheriting a fully defined playbook.

Roles And Responsibilities

Scaled Customer Success Management

• Own a book of 40–50 mid-market accounts, maintaining regular (quarterly and/or ad hoc) and effective touchpoints through a mix of digital communications and strategic live interactions
• Analyze product usage data, NPS signals, and account health indicators across your portfolio to identify trends, risks, and opportunities; develop scalable action plans based on these insights
• Design and implement ‘one-to-many' engagement strategies to drive adoption, address risk early, and maintain positive client sentiment, knowing when to give individualized attention to struggling or escalated accounts
• Partner with Sales to identify and develop upsell and expansion opportunities within your book of business
• Serve as the internal advocate for mid-market client needs, representing their voice in product and CS discussions

Digital Engagement & Enablement

• Host and facilitate a monthly product webinar for the client base, covering product updates, best practices, and client Q&A
• Manage and continuously improve the Product University, ensuring content is accurate, current, and aligned to evolving client needs
• Create and maintain in-app guidance (tooltips, walkthroughs) that drives end-user adoption and self-serve enablement at scale
• Document and refine successful digital engagement playbooks that can be replicated and scaled across the broader CS team
• Build our first post-sale, post-implementation digital engagement play: develop proactive email campaigns that drive adoption, expansion, and client sentiment.

Cross-functional Collaboration & Continuous Improvement

• Identify patterns across your portfolio that can inform product development priorities and CS team strategy
• Collaborate with CS, 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 our scaled and digital CS model

Who We Are Looking For

• Scale Mindset: Experience managing a high volume of accounts (40+) simultaneously, with the ability to create efficient processes that maintain quality at scale. You know when to go broad and when an account needs individualized attention.
• Data Analysis Skills: Strong ability to analyze customer usage data across a variety of tools, identify patterns, and translate insights into prioritized, actionable outreach strategies across a large portfolio.
• Digital Engagement Experience: Familiarity with digital CS motions including webinar facilitation, in-app guidance tools, learning management or product education platforms, and scalable communication strategies.
• Excellent Communication Skills: Confident facilitating presentations and webinars for large audiences; equally clear and effective in written and one-to-one client interactions across digital channels.
• Group Facilitation & Meeting Management: Ability to design and deliver engaging group training sessions and webinars that meet the needs of diverse participants and deliver clear, demonstrable value.
• Strong Organizational Skills & Autonomous Time Management: Exceptional ability to manage a high volume of accounts and multiple digital programs simultaneously without letting details slip. Able to independently prioritize where effort creates the greatest impact.
• Customer Focus: A genuine commitment to delivering value at every touchpoint — whether through a one-to-one client conversation or a one-to-many digital program.
• Collaborative, Team-Oriented Approach: Able to work cross-functionally with CS, Product, Sales, and Marketing to deliver a cohesive client experience while balancing the constraints of a high-volume role.
• Positive, Solutions-Focused Outlook: Approaches challenges with curiosity and resourcefulness. Asks “how do we make this work?” rather than defaulting to limitations. A genuine willingness to continuously learn is a must.
• CRE Tech Knowledge (nice to have): Familiarity with commercial real estate technology and the operational needs of property management teams.