Customer Success Manager, Enterprise

JLL supports the Whole You, personally and professionally.

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you've got deep experience in commercial real estate, skilled trades, and technology, or you're looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.

About the Role:

Our Enterprise Customer Success Managers (CSMs) play a crucial role in building long-term, transformational partnerships with our strategic clients across the APAC region. In this high-touch role, you will serve as the trusted advisor to C-suite stakeholders, driving value through deep product expertise, strategic business alignment, and proactive relationship management.

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 that resonates with leaders and end-users. You will serve as both strategic consultant and trusted advisor, orchestrating resources across our organization to ensure client success.

Roles and Responsibilities include:

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.

Multi-level Communication: Effectively communicate with diverse audiences - presenting product updates and business value to leadership while also delivering practical training and guidance to 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.

Data Analytics: Analyze and present comprehensive adoption metrics to stakeholders, translating data into actionable insights for different audience levels.

Change Management Consult: Partner with client stakeholders to develop effective change management strategies that drive user adoption and maximize value realization across their organization.

Technical Guidance: Provide hands-on advisement and best practice advisement to help users optimize their daily workflows and address practical challenges.

Cross-functional Orchestration: Coordinate internal resources across Product, Support, Professional Services, and Sales teams to deliver comprehensive solutions and address client needs.

Expansion Planning: Partner with Sales to identify strategic expansion opportunities within your client base.

Regional Market Expertise: Leverage your understanding of APAC business practices, cultural nuances, and regional requirements to deliver localized value to clients.

Client Advocacy: facilitate direct feedback loops between strategic clients and internal product teams, ensuring feedback influences product development and service delivery. Orchestrate seamless escalation management when needed, ensuring executive-level visibility and swift resolution of complex issues.

Other Activities:

Proactively identify optimization opportunities and provide strategic recommendations based on industry best practices and client-specific insights.

Develop deep understanding of each client's unique business challenges and organizational structure to tailor solutions accordingly.

Identify regional success stories and reference programs that highlight strategic value realization.

Contribute to the evolution of our enterprise customer success methodology and best practices.

The successful candidate will demonstrate:

Executive Presence: Exceptional ability to engage confidently with senior leaders, understanding their priorities and communicating effectively at this level.

Strategic Thinking: Demonstrated capacity to connect technology solutions to business outcomes and develop long-term partnership strategies.

Technical Proficiency and Hands-on Support: Strong ability to develop deep technical product knowledge, perform tactical system configurations, and provide on-the-spot troubleshooting for end-users when needed, demonstrating both strategic vision and practical execution capabilities.

Relationship Mastery: Proven track record of building and maintaining deep, trust-based relationships with senior stakeholders and end-users.

Consultative Approach: Ability to ask insightful questions, identify underlying needs, and craft tailored solutions that address complex business challenges.

Data Storytelling: Skill in translating complex usage and adoption data into compelling business narratives that resonate with clients.

Change Management Expertise: Experience driving technology adoption across large organizations with diverse stakeholders and competing priorities.

Proactive Problem-Solving: Ability to anticipate challenges and develop preventative strategies before issues impact client satisfaction.

Cross-cultural Communication: Excellence in adapting communication styles and approaches to effectively engage with diverse cultural backgrounds across the APAC region.

CRE Technology Expertise (nice to have): Deep understanding of commercial real estate (CRE) technology landscape and SaaS best practices.

If this job description resonates with you, we encourage you to apply even if you don't meet all of the requirements below. We're interested in getting to know you and what you bring to the table

Personalized benefits that support personal well-being and growth:

JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.

About JLL –

We're JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That's why we're committed to our purpose to shape the future of real estate for a better world. We're using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.

Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we're honored to be recognized with awards for our success by organizations both globally and locally.

Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we're headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.