About the Role
Our Customer Success Managers (CSMs) play a crucial role in building long-term, transformational partnerships with our strategic clients across the UK region, including key stakeholders within JLL’s property management group. In this high-touch role, you will serve as the trusted advisor to senior stakeholders while leading end-to-end software implementations and serving as the primary point of contact for project delivery. You will drive value through deep product expertise, strategic business alignment, proactive relationship management, and hands‑on implementation leadership.
Key to these outcomes is your ability to develop deep, executive‑level relationships with client stakeholders, understand their complex business objectives, and align our solutions to deliver measurable value through successful implementation and ongoing optimization. You will serve as strategic consultant, trusted advisor, and implementation project manager, orchestrating resources across our organization to ensure client success from implementation through long‑term partnership.
Roles and Responsibilities
Customer Retention and Adoption
- Strategic Relationship Management: Build and nurture relationships at multiple levels within client organizations, from operational teams to senior leadership, establishing yourself as a trusted advisor throughout implementation and beyond.
- Multi‑level Communication: Effectively communicate with diverse audiences – presenting project updates and business value to leadership while delivering practical training and technical guidance to implementation teams and end‑users.
- End‑user Engagement: Develop and implement targeted training programs, user workshops, and hands‑on sessions that drive adoption and proficiency among day‑to‑day platform users during and post‑implementation.
- Workflow Optimization & Testing: Design, test, and refine client workflows to ensure optimal system performance and user experience. Propose and implement workflow enhancements based on best practices and client‑specific requirements.
- Data Analytics: Analyze and present comprehensive adoption metrics and implementation progress to stakeholders, translating data into actionable insights for different audience levels.
- Change Management Consulting: Partner with client stakeholders to develop effective change management strategies that drive user adoption and maximize value realization throughout the implementation process and beyond.
- Cross‑functional Orchestration: Coordinate internal resources across Product, Support, Professional Services, and Sales teams to deliver comprehensive implementation solutions and address evolving client needs.
- Expansion Planning: Partner with Sales to identify strategic expansion opportunities within your client base post‑implementation.
- Client Advocacy: Facilitate direct feedback loops between strategic clients and internal product teams, ensuring implementation insights influence product development and service delivery.
Implementation Leadership & Project Management
- Lead software implementations as the primary point of contact, project manager, and delivery manager for enterprise clients.
- Develop comprehensive project plans, timelines, and resource allocation strategies for complex implementations.
- Coordinate cross‑functional implementation teams and manage project deliverables, milestones, and stakeholder communications.
- Test and propose optimized workflows, configurations, and integrations tailored to client business processes.
- Conduct thorough system testing, user acceptance testing coordination, and go‑live planning.
- Manage implementation risks, issues, and change requests while maintaining project scope and timeline integrity.
The successful candidate will demonstrate
Executive Presence & Strategic Communication
Exceptional ability to engage confidently with senior leaders throughout implementation and partnership phases, translating technical progress and business outcomes into compelling narratives that resonate with C‑suite stakeholders while effectively communicating with diverse audiences from operational teams to executives.
Technical Proficiency & Process Design
Strong ability to develop deep product knowledge, perform system configurations, design and test business workflows, conduct comprehensive testing scenarios, and provide hands‑on troubleshooting and optimization guidance during implementation and ongoing support phases.
Relationship Mastery & Consultative Approach
Proven track record of building and maintaining deep, trust‑based relationships with senior stakeholders and project teams throughout complex implementation cycles, with ability to ask insightful questions, identify underlying business needs, and craft tailored solutions that address complex organizational challenges.
Implementation & Project Management Excellence
Proven track record of leading complex software implementations as primary point of contact and delivery manager, with strong experience in project planning, testing protocols, workflow optimization, and managing timelines across enterprise environments with multiple stakeholders.
Change Management & Cross‑functional Leadership
Experience driving technology adoption across large organizations with diverse stakeholders during implementation phases, while effectively coordinating internal resources across Product, Support, Professional Services, and Sales teams to deliver comprehensive solutions.
Regional Market Expertise & Cultural Adaptability
Excellence in adapting communication styles, project management approaches, and implementation methodologies to effectively engage with diverse cultural backgrounds across the UK region, with understanding of regional business practices and requirements. CRE Technology expertise preferred.
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