Remote Customer Success Manager, Scaled & Digital

JLL; Boston (MA); On-site; USD 99,000 - 110,000; Full time

Benefits offered by this job

401(k) plan

Comprehensive Medical, Dental & Vision

Paid parental leave

Paid Time Off

Job summary

JLL is seeking a Customer Success Manager, Scaled & Digital to manage a portfolio of 40+ mid-market accounts with data-driven engagement and scalable digital programs. The role blends relationship management with programmatic strategies and cross-functional collaboration across CS, Product, Sales, and Marketing.

The successful candidate will design and deliver digital engagement motions, lead monthly webinars, and drive adoption and expansion while maintaining client sentiment at scale.

Qualifications

• Experience managing a high-volume portfolio (40+ mid-market accounts) with scalable processes.
• Strong ability to analyze product usage data, NPS signals, and account health indicators.
• Familiarity with digital CS motions including webinars, in-app guidance, and learning platforms.

Responsibilities

• Own a book of 40-50 mid-market accounts, maintaining regular touchpoints through a mix of digital communications and live interactions.
• Analyze 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 positive client sentiment.
• Partner with Sales to identify and develop upsell and expansion opportunities within your book.
• Serve as internal advocate for mid-market client needs in product and CS discussions.
• Host and facilitate a monthly product webinar for the client base and manage Product University content.

Skills

Scale management

Data analysis

Digital engagement

Webinar facilitation

Job description

JLL is seeking a Customer Success Manager, Scaled & Digital to manage a portfolio of 40+ mid-market accounts with data-driven engagement and scalable digital programs. The role blends relationship management with programmatic strategies and cross-functional collaboration across CS, Product, Sales, and Marketing.

The successful candidate will design and deliver digital engagement motions, lead monthly webinars, and drive adoption and expansion while maintaining client sentiment at scale.