Director, Technology Customer Success

Location: New York

This job is with JLL, an inclusive employer and a member of my Gwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

JLL empowers you to shape a brighter way .
Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people  and empowering them to  thrive, grow meaningful careers and to find a place where they belong.  Whether you've got deep experience in commercial real estate, skilled trades or technology, or you're looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.
Customer Success and Delivery Manager

Role

Description:

As a Customer Success and Delivery Manager, you will be responsible for leading the successful onboarding, implementation, and ongoing success of our CRE Asset Management SaaS platform. Acting as the primary post-sales point of contact for our customers, you will ensure that they realize the full value of our solution while maintaining a high level of engagement and satisfaction.
This role requires a strategic, customer-focused, and delivery-oriented approach, balancing proactive relationship management with hands-on project execution. You will collaborate closely with internal and external stakeholders, manage project timelines and resources, and oversee the seamless integration and adoption of our platform.
This position reports to the Head of Sales and Customer Success and works closely with the sales, delivery, engineering, and product teams to ensure customer success and drive long-term growth.

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 our SaaS platform's suitability and identify necessary customizations, integrations, and configurations.

Lead project delivery, ensuring the seamless setup, implementation, and deployment of our solution 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, conducting regular check-ins and Quarterly Business Reviews (QBRs) 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 our platform.

Stay informed of industry trends and best practices, proactively recommending enhancements to improve both our 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, Prop Tech, or Fin Tech.

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:
-  USD per year This…