Director, Technology Customer Success
JLL, Atlanta, GA, United States
Customer Success and Delivery Manager
Lead the onboarding, implementation, and ongoing success of our CRE Asset Management SaaS platform, acting as the primary post‑sales point of contact and ensuring customers realize full value while maintaining high engagement and satisfaction.
Responsibilities
Own and oversee the entire post‑sales customer journey, including kickoff, onboarding, training, engagement, issue resolution, expansion, and renewal.
Assess customers’ business and technical requirements to confirm platform suitability and identify necessary customizations, integrations, and configurations.
Lead project delivery, ensuring seamless setup, implementation, and deployment while managing risks and maintaining high‑quality standards.
Act as the primary relationship owner, proactively engaging with customers to ensure value realization, product adoption, and long‑term success.
Drive internal and external collaboration, working closely with cross‑functional teams to align customer needs with product capabilities and ensure smooth integration of data and systems.
Monitor customer engagement and usage data, conduct regular check‑ins and Quarterly Business Reviews to track performance and identify upsell or expansion opportunities.
Serve as the customer advocate, capturing feedback and sharing insights with product and engineering teams to improve the platform.
Stay informed of industry trends and best practices, proactively recommending enhancements to improve both the platform and internal processes.
Requirements
Based in the U.S. (East Coast preferred).
4+ years of experience in customer success, implementation, and delivery of technology solutions, preferably within SaaS, PropTech, or FinTech.
Commercial real estate (CRE) industry experience is a strong plus.
Proven expertise in project management principles, tools, and methodologies—including onboarding, system deployment, and customer training.
Excellent stakeholder management and communication skills, with the ability to build strong relationships, coordinate across teams, solve complex and sensitive client‑facing problems, and influence decision‑making.
Highly organized and detail‑oriented, with the ability to manage multiple customers and projects simultaneously while maintaining a customer‑first approach.
Strong problem‑solving and analytical skills, capable of proactively identifying issues and opportunities for improvement.
Tech‑savvy, comfortable working with SaaS platforms, data integrations, and analytics tools.
This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.
Estimated Compensation for this Position 100,000.00 - 140,000.00 USD per year
Location Remote – Atlanta, GA; Boston, MA; Chicago, IL; Harrisburg, PA; New York, NY
Benefits
401(k) plan with matching company contributions
Comprehensive medical, dental & vision care
Paid parental leave at 100% of salary
Paid time off and company holidays
Early access to earned wages through Daily Pay
Equal Employment Opportunity Jones Lang LaSalle is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation due to a disability, please email HRSCLeaves@jll.com.
We are now directing you to the original job posting. Please apply directly for this job on the employer’s website.
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Responsibilities
Own and oversee the entire post‑sales customer journey, including kickoff, onboarding, training, engagement, issue resolution, expansion, and renewal.
Assess customers’ business and technical requirements to confirm platform suitability and identify necessary customizations, integrations, and configurations.
Lead project delivery, ensuring seamless setup, implementation, and deployment while managing risks and maintaining high‑quality standards.
Act as the primary relationship owner, proactively engaging with customers to ensure value realization, product adoption, and long‑term success.
Drive internal and external collaboration, working closely with cross‑functional teams to align customer needs with product capabilities and ensure smooth integration of data and systems.
Monitor customer engagement and usage data, conduct regular check‑ins and Quarterly Business Reviews to track performance and identify upsell or expansion opportunities.
Serve as the customer advocate, capturing feedback and sharing insights with product and engineering teams to improve the platform.
Stay informed of industry trends and best practices, proactively recommending enhancements to improve both the platform and internal processes.
Requirements
Based in the U.S. (East Coast preferred).
4+ years of experience in customer success, implementation, and delivery of technology solutions, preferably within SaaS, PropTech, or FinTech.
Commercial real estate (CRE) industry experience is a strong plus.
Proven expertise in project management principles, tools, and methodologies—including onboarding, system deployment, and customer training.
Excellent stakeholder management and communication skills, with the ability to build strong relationships, coordinate across teams, solve complex and sensitive client‑facing problems, and influence decision‑making.
Highly organized and detail‑oriented, with the ability to manage multiple customers and projects simultaneously while maintaining a customer‑first approach.
Strong problem‑solving and analytical skills, capable of proactively identifying issues and opportunities for improvement.
Tech‑savvy, comfortable working with SaaS platforms, data integrations, and analytics tools.
This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.
Estimated Compensation for this Position 100,000.00 - 140,000.00 USD per year
Location Remote – Atlanta, GA; Boston, MA; Chicago, IL; Harrisburg, PA; New York, NY
Benefits
401(k) plan with matching company contributions
Comprehensive medical, dental & vision care
Paid parental leave at 100% of salary
Paid time off and company holidays
Early access to earned wages through Daily Pay
Equal Employment Opportunity Jones Lang LaSalle is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation due to a disability, please email HRSCLeaves@jll.com.
We are now directing you to the original job posting. Please apply directly for this job on the employer’s website.
#J-18808-Ljbffr