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Senior Customer Success Manager
1 month ago
Senior Customer Success Manager Job Description Company Description CoStar Group (NASDAQ: CSGP) is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces. Included in the S&P 500 Index and the NASDAQ 100, CoStar Group is on a mission to digitize the world’s real estate, empowering all people to discover properties, insights and connections that improve their businesses and lives. We have been living and breathing the world of real estate information and online marketplaces for over 35 years, giving us the perspective to create truly unique and valuable offerings to our customers. Role Description The Senior Customer Success Manager is a trusted advisor responsible for ensuring customer success with strategically important customers (i.e. enterprise customers, at-risk customers, or other customers where strong relationship is needed to drive growth). They align with customers at the stakeholder and main business user level building lasting relationships. Successful Senior Customer Success Managers partner with customers to accelerate business value and ROI from their investment with CoStar Real Estate Manager. Responsibilities Navigate customer's internal hierarchy to build strong, lasting relationships and serve as trusted advisor with main business users as well as decision makers. Understand and document each customer’s definition of success and their intended usage of the application and licensed modules. Ensure that customers derive maximum value from their investment in CoStar Real Estate Manager, monitor effective utilization of all licensed modules, identify new opportunities, and collaborate with other CoStar Real Estate Manager stakeholder teams to ensure adoption and a successful renewal. Lead strategic discussions and executive business reviews with customers to continually communicate CoStar Real Estate Manager value/ROI to customers throughout the customer journey. Analyze trends in customer usage data and develop a deep understanding of their needs to create and execute adoption, growth, and/or general success plans for customers. Understand typical business challenges faced by customers and common objectives to advise on best practices and appropriately map CoStar Real Estate Manager solutions and associated business benefits to address their needs. Promote the capabilities of CoStar Real Estate Manager across all product lines and perform targeted trainings with customers to increase adoption. Keep up-to-date on industry trends and functional aspects of enhancements to make thoughtful suggestions to address customer needs. Identify and record the metrics necessary to measure the health and success strategy of the customer. Identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan or escalate as needed. Serve as part of the dedicated escalation path for customers and work with internal teams to prioritize responses or requests with Client Services, Product, Consulting, etc. Lead internal initiatives and participate in external initiatives through cross-functional partnerships with sales, consulting, support, product management, and other teams which directly impact overall customer success and drive customer growth. Required Qualifications Bachelor’s Degree required from an accredited, not for profit university or college. A track record of commitment to prior employers. 5+ years of related work experience in client relationship and retention roles such as Account Management/Executive, Business Partnership Development or similar positions. Experience navigating customer organizational structures to identify and build relationships with executives and stakeholders. Ability to prioritize, multitask, follow-through on action items and perform effectively in a highly dynamic work environment. Effective at leading and facilitating executive meetings and workshops. Proficient at being prescriptive and driving action-oriented meetings. Strong knowledge of business processes (Sales, Marketing, Service, Support). Working knowledge of CoStar Real Estate Manager product, platform features and capabilities. Ability to understand and explain technological and business concepts. Ability to manage priorities, ambiguity, and high-pressure situations. Excellent listening and empathy skills. Preferred Qualifications and Skills CCSM (Certified Customer Success Manager) or similar certification. Strong communication and interpersonal skills, with the ability to navigate conflict and foster honest dialog while collaborating across departments and with customers. Ability to leverage internal relationships across departments to facilitate customers’ desired outcomes. Ability to gracefully navigate challenging conversations and difficult personalities. Firm grasp of the CoStar Real Estate Manager customer journey. Ability to adapt easily to new ways of doing things, thriving on change and ambiguity. What’s in it for You When you join CoStar Group, you’ll experience a collaborative and innovative culture working alongside the best and brightest to empower our people and customers to succeed. We offer you generous compensation and performance-based incentives. CoStar Group also invests in your professional and academic growth with internal training, tuition reimbursement, and an inter-office exchange program. Our benefits package includes (but is not limited to): Comprehensive healthcare coverage: Medical / Vision / Dental / Prescription Drug. Life, legal, and supplementary insurance. Virtual and in person mental health counseling services for individuals and family. Commuter and parking benefits. 401(K) retirement plan with matching contributions. Employee stock purchase plan. Paid time off. Tuition reimbursement. On-site fitness center and/or reimbursed fitness center membership costs (location dependent). Access to CoStar Group’s Diversity, Equity, & Inclusion Employee Resource Groups. Complimentary gourmet coffee, tea, hot chocolate, fresh fruit, and other healthy snacks. We welcome all qualified candidates who are currently eligible to work full-time in the United States to apply. However, please note that CoStar Group is not able to provide visa sponsorship for this position. CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing. #J-18808-Ljbffr
