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Lead Customer Success Strategist

2 months ago

Saint Albans, Vermont, United States CoStar Group Full time
Senior Customer Success Manager
Job Overview

COMPANY OVERVIEW
CoStar Group (

NASDAQ:
CSGP) stands as a premier global provider of commercial and residential real estate data, analytics, and online marketplaces.

As a member of the S&P 500 Index and the NASDAQ 100, CoStar Group is dedicated to transforming the real estate landscape, enabling individuals and businesses to discover properties, insights, and connections that enhance their operations and lives.


COSTAR REAL ESTATE MANAGER

CoStar Real Estate Manager is the foremost platform for lease accounting, lease administration, and the management of portfolios, transactions, projects, and construction.

Clients leverage CoStar Real Estate Manager to make informed decisions and empower their teams to collaborate more effectively.


ROLE OVERVIEW
The Senior Customer Success Manager serves as a trusted advisor, ensuring the success of strategically significant clients (including enterprise clients, at-risk clients, or those requiring strong relationships to foster growth). This role involves engaging with clients at both the stakeholder and primary business user levels to cultivate enduring relationships.

Successful Senior Customer Success Managers collaborate with clients to enhance business value and return on investment from their engagement with CoStar Real Estate Manager.


KEY RESPONSIBILITIES


Navigate the client's internal structure to establish robust, lasting relationships and act as a trusted advisor to key business users and decision-makers.

Understand and document each client's success criteria and their intended use of the application and licensed modules.


Ensure clients extract maximum value from their investment in CoStar Real Estate Manager, monitor effective use of all licensed modules, identify new opportunities, and work with other CoStar Real Estate Manager teams to ensure adoption and successful renewals.


Lead strategic discussions and executive business reviews with clients to consistently communicate the value and ROI of CoStar Real Estate Manager throughout the client journey.


Analyze trends in client usage data and develop a comprehensive understanding of their needs to create and implement adoption, growth, and success plans.


Recognize common business challenges faced by clients and objectives to recommend best practices and appropriately align CoStar Real Estate Manager solutions to meet their needs.


Promote the features of CoStar Real Estate Manager across all product lines and conduct targeted training sessions with clients to boost adoption.

Stay informed on industry trends and functional enhancements to provide thoughtful recommendations that address client needs.

Identify and track the metrics necessary to assess the health and success strategy of the client.


Recognize risks to the client achieving their stated business objectives and collaborate with the account team to develop a risk mitigation strategy or escalate as necessary.


Act as part of the dedicated escalation pathway for clients and collaborate with internal teams to prioritize responses or requests with Client Services, Product, Consulting, etc.


Lead internal initiatives and engage in external initiatives through cross-functional partnerships with sales, consulting, support, product management, and other teams that directly influence overall client success and drive growth.


QUALIFICATIONS REQUIRED
A Bachelor's Degree from an accredited, non-profit university or college is required.

A proven track record of commitment to previous employers.


5+ years of relevant experience in client relationship and retention roles such as Account Management/Executive, Business Partnership Development, or similar positions.

Experience navigating client 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 dynamic work environment.

Proficient in leading and facilitating executive meetings and workshops.

Strong knowledge of business processes (Sales, Marketing, Service, Support).

Working knowledge of CoStar Real Estate Manager product, platform features, and capabilities.

Ability to comprehend and articulate 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 open dialogue while collaborating across departments and with clients.

Ability to leverage internal relationships across departments to facilitate clients' desired outcomes.

Ability to navigate challenging conversations and difficult personalities with grace.

Firm understanding of the CoStar Real Estate Manager client journey.

Ability to adapt easily to new methodologies, thriving on change and ambiguity.

What We Offer

Joining CoStar Group means becoming part of a collaborative and innovative culture, working alongside top talent to empower our people and clients to succeed.

We provide competitive compensation and performance-based incentives.

CoStar Group also invests in your professional and academic development through 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.

Mental health counseling services for individuals and families, both virtual and in-person.

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.

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