Impactful CSM: Scaled & Digital Engagement

US AMR-Jones Lang LaSalle Americas, Inc.; Chicago (IL); Hybrid; USD 90,000 - 120,000; Full time

Job summary

JLL is seeking a Customer Success Manager (Scaled & Digital) in Chicago, IL to manage a portfolio of 40-50 mid-market accounts and drive adoption through digital engagement programs. The role blends relationship management with scalable, programmatic initiatives, including webinars and email campaigns.

The ideal candidate will use analytics to identify risks and opportunities, collaborating with Sales on upsell opportunities while acting as the client advocate in internal discussions.

Qualifications

• Experience managing a portfolio of mid-market accounts.
• Data-driven decision making and risk analysis.

Responsibilities

• Own a book of 40-50 mid-market accounts with regular touchpoints through digital communications and live interactions.
• Analyze product usage data, NPS signals, and health indicators to identify trends, risks, and opportunities; develop scalable action plans.
• Design and implement one-to-many engagement strategies to drive adoption and maintain client sentiment.
• Partner with Sales to identify upsell and expansion opportunities within your book of business.
• Advocate for mid-market client needs in product and CS discussions.
• Host and facilitate a monthly product webinar for the client base and seek continuous improvement.

Job description

JLL is seeking a Customer Success Manager (Scaled & Digital) in Chicago, IL to manage a portfolio of 40-50 mid-market accounts and drive adoption through digital engagement programs. The role blends relationship management with scalable, programmatic initiatives, including webinars and email campaigns.

The ideal candidate will use analytics to identify risks and opportunities, collaborating with Sales on upsell opportunities while acting as the client advocate in internal discussions.