Senior Client Success Executive

2 weeks ago


Atlanta, Georgia, 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 uncover properties, insights, and connections that enhance their operations and lives.

With over 35 years of experience in real estate information and online marketplaces, we possess the unique perspective to deliver exceptional and valuable solutions to our clients.

Role Overview
The Senior Customer Success Manager serves as a trusted consultant, ensuring the success of strategically significant clients (including enterprise clients and those at risk) by fostering strong relationships. This role involves engaging with stakeholders and primary business users to build enduring partnerships.

Successful candidates will collaborate with clients to maximize business value and return on investment from their engagement with CoStar Real Estate Manager.

Key Responsibilities

• Navigate the internal structures of clients to cultivate robust, long-lasting relationships and act as a trusted advisor to key business users and decision-makers.

• Comprehend and document each client's definition of success and their intended application of the software and licensed modules.

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

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

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

• Understand common business challenges faced by clients and objectives to provide best practice advice and align CoStar Real Estate Manager solutions with their needs.

• Advocate for the capabilities of CoStar Real Estate Manager across all product lines and conduct targeted training sessions to enhance adoption.

• Stay informed on industry trends and functional enhancements to offer insightful suggestions that meet client needs.

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

• Recognize risks that may hinder clients from achieving their business goals and collaborate with the account team to develop risk mitigation strategies or escalate as necessary.

• Act as part of the dedicated escalation path for clients, coordinating with internal teams to prioritize responses or requests involving 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 customer success and drive growth.

Required Qualifications
• Bachelor's Degree from an accredited, non-profit university or college.
• Proven commitment to previous employers.

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

• Experience navigating client organizational structures to establish 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 understanding of business processes (Sales, Marketing, Service, Support).

• Familiarity with CoStar Real Estate Manager product features and capabilities.

• Ability to comprehend and articulate technological and business concepts.

• Strong listening and empathy skills.

Preferred Qualifications and Skills
• CCSM (Certified Customer Success Manager) or similar certification.

• Excellent communication and interpersonal skills, with the ability to navigate conflicts and foster open dialogue while collaborating across departments and with clients.

• Ability to leverage internal relationships to facilitate desired client outcomes.

• Capability to handle challenging conversations and difficult personalities with grace.

• Strong understanding of the CoStar Real Estate Manager customer journey.

• Adaptability to new methodologies, thriving in change and ambiguity.

What We Offer

Joining CoStar Group means becoming part of a collaborative and innovative culture, working alongside talented individuals to empower our teams and clients to achieve success.

We provide competitive compensation and performance-based incentives.

CoStar Group also invests in your professional development through internal training, tuition reimbursement, and inter-office exchange programs.

Our benefits package includes comprehensive healthcare coverage, life and legal insurance, mental health counseling services, commuter benefits, a 401(K) retirement plan with matching contributions, an employee stock purchase plan, paid time off, tuition reimbursement, and access to wellness resources.

We are an Equal Employment Opportunity Employer and maintain a drug-free workplace.



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