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Lead Customer Success Strategist

2 months ago

Atlanta, Georgia, United States CoStar Realty Information, Inc. Full time
Company Overview
CoStar Realty Information, Inc. is a premier global provider of comprehensive commercial and residential real estate data, analytics, and online marketplaces. As a member of the S&P 500 Index and NASDAQ 100, our mission is to transform the real estate landscape by enabling individuals and businesses to discover properties, insights, and connections that enhance their operations and lives.

Position Overview
The Senior Customer Success Manager serves as a vital partner and trusted advisor, ensuring the success of key clients, including enterprise and at-risk customers. This role focuses on fostering robust relationships with stakeholders and primary business users to drive growth and satisfaction.

Key Responsibilities
  • Develop and maintain strong, enduring relationships with key stakeholders and decision-makers within customer organizations.
  • Document and understand each client's definition of success and their intended use of our applications and services.
  • Maximize customer value from their investment in our products by monitoring usage, identifying new opportunities, and collaborating with internal teams to promote adoption and successful renewals.
  • Conduct strategic discussions and executive reviews to consistently communicate the value and ROI of our solutions throughout the customer journey.
  • Analyze customer usage data to identify trends and develop tailored success plans that address their specific needs.
  • Advise customers on best practices and align our solutions with their business objectives to overcome common challenges.
  • Promote the full range of our product capabilities and conduct targeted training sessions to enhance customer engagement.
  • Stay informed on industry trends and product enhancements to provide insightful recommendations to clients.
  • Establish metrics to evaluate customer health and success strategies.
  • Identify potential risks to customer success and collaborate with account teams to develop mitigation strategies.
  • Act as a key escalation point for customer issues, working with internal teams to prioritize and resolve requests.
  • Lead and participate in cross-functional initiatives that directly impact customer success and growth.

Qualifications
  • Bachelor's Degree from an accredited institution.
  • A proven track record of commitment to previous employers.
  • 5+ years of experience in client relationship management or similar roles.
  • Experience in navigating organizational structures to build relationships with executives and stakeholders.
  • Strong multitasking and prioritization skills in a dynamic work environment.
  • Proficient in leading executive meetings and workshops.
  • Solid understanding of business processes across various functions.
  • Familiarity with our product features and capabilities.
  • Excellent listening and empathy skills.

Preferred Skills
  • Certification in Customer Success Management or equivalent.
  • Exceptional communication and interpersonal skills, with the ability to manage conflicts and foster collaboration.
  • Ability to leverage internal relationships to facilitate desired customer outcomes.
  • Capability to navigate challenging conversations effectively.
  • Comprehensive understanding of the customer journey.
  • Adaptability to change and ambiguity.

What We Offer
Joining CoStar Group means becoming part of a collaborative and innovative culture, where you will work alongside talented individuals dedicated to empowering our clients and driving their success.