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Customer Success Manager, Real Estate Manager/Visual Lease - Iselin, NJ or Atlanta, GA
Job Description
OVERVIEW CoStar Group (NASDAQ: CSGP) is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces. Included in the S&P 500 Index and the NASDAQ 100, CoStar Group is on a mission to digitize the world's real estate, empowering all people to discover properties, insights and connections that improve their businesses and lives. We have been living and breathing the world of real estate information and online marketplaces for over 35 years, giving us the perspective to create truly unique and valuable offerings to our clients. We've continually refined, transformed and perfected our approach to our business, creating a language that has become standard in our industry, for our clients, and even our competitors. We continue that effort today and are always working to improve and drive innovation. This is how we deliver for our clients, our employees, and investors. By equipping the brightest minds with the best resources available, we provide an invaluable edge in real estate. CoStar Real Estate Manager CoStar Real Estate Manager is the leading platform for lease accounting, lease administration and the management of portfolios, transactions, projects and construction. Clients use CoStar Real Estate Manager to make smarter decisions and to enable their team to work together more effectively. Learn more about CoStar Real Estate Manager. Visual Lease As the centralized system of record for all lease-related financial, operational, and legal data, Visual Lease, a CoStar Group company, is purpose-built to support every team involved in managing a company's leased and owned assets. Informed by nearly three decades of experience, our platform integrates lease management, lease accounting, and sustainability reporting, enabling organizations to save time, mitigate risks, reduce costs, and support sustainability initiatives. Our award-winning software is used by 1,500+ organizations to manage more than 1 million real estate, equipment, and other leased asset records globally. Learn more about Visual Lease | Lease Accounting Management and Compliance Software. ROLE We're seeking a Customer Success Manager (CSM) who thrives on helping customers realize the full value of their investment. As a trusted advisor and proactive partner, you'll work with mid-market to enterprise accounts to build strong relationships, drive product adoption, and ensure ongoing satisfaction and retention throughout onboarding and beyond. The ideal candidate is an experienced customer success professional ready to manage more complex accounts and strategic responsibilities while continuing to deliver hands-on support and training. You'll collaborate across internal teams, leverage your growing product and industry expertise, and use strategic thinking to help customers resolve challenges and achieve meaningful business outcomes. If you're motivated, adaptable, and ready to make an impact by empowering our customers' success, we'd love to have you on our team. This position is 5 days in our New Jersey or Atlanta office. RESPONSIBILITIES Foster trusted relationships with customers and internal stakeholders, building credibility through consistent follow-through and proactive communication. Act as the primary point of contact for a portfolio of mid-market and select enterprise accounts post-onboarding. Solicit customer feedback (CSAT & NPS) and close feedback loops. Collect customer feedback and stories and close feedback loops. Ensure that customers derive maximum value from their investment in the product, monitor effective utilization of all licensed modules, identify new opportunities, and collaborate with other internal stakeholder teams to ensure adoption and a successful renewal. Drive platform adoption and utilization by understanding customer business objectives and aligning them with system capabilities. Lead customer engagements, including regular check-ins and executive business reviews, to communicate value, track progress toward goals, and identify opportunities for growth. Understand customer challenges and objectives, developing and executing success plans that align with business outcomes and solutions through the system and other company platforms as appropriate. Ability to understand customer's questions/needs and recognize the appropriate internal teams to route to for resolution. Monitor customer health and engagement metrics and partner with Sales Account Executives to identify risks and develop mitigation strategies to support renewal and long-term success. Identify and mitigate retention risks, partner with internal stakeholders on renewal strategies. Support expansion opportunities by identifying additional use cases and collaborating with internal teams. Identify business maturity level for assigned accounts; determine strategy for advancement to the next stage. Identify and manage retention risks. Promote platform capabilities through targeted customer education, demonstrations, and targeted training sessions to expand usage and adoption. Deliver scheduled platform reviews and provide actionable recommendations to optimize usage. Stay current on product features and enhancements as well as industry trends and best practices, using that knowledge to make informed recommendations and guide customers toward optimal outcomes, ultimately adding value in customer interactions. Serve as part of the dedicated escalation path for customers and collaborate cross-functionally with internal teams to prioritize responses or requests with Client Support, Product, Consulting, etc. BASIC QUALIFICATIONS Bachelor's degree required from an accredited, not-for-profit, in-person college/university. 3-5 years of experience in customer success, account management, customer service, or implementation, with demonstrated success driving customer outcomes, adoption, or satisfaction in a technology or SaaS environment. Proven ability to manage multiple priorities, adapt to change, and maintain high performance in a fast-paced environment. Strong communication and interpersonal skills - able to lead meetings, guide conversations, and foster collaboration across teams. Solid understanding of business processes (sales, service, support) and the ability to connect technical capabilities to business outcomes. Demonstrated problem-solving skills, initiative, and attention to detail. Excellent listening, empathy, and conflict-resolution abilities. Collaborative team player with professional and positive demeanor. Willingness to travel for customer onsite visits and training (approximately 5-10% travel). A track record of commitment to prior employers. PREFERRED QUALIFICATIONS AND SKILLS Customer Success certification (e.g., CCSM or equivalent). Working knowledge of the CoStar Real Estate Manager and/or Visual Lease product, platform features and capabilities or familiarity with other enterprise real estate management/lease administration or lease accounting tools. Experience collaborating across cross-functional teams to achieve customer goals. Ability to gracefully navigate challenging conversations and appropriately tailor communication style to an audience. Adaptable mindset with the ability to thrive on change and ambiguity. Experience presenting and building relationships with senior stakeholders. Experience with commercial real estate management or lease accounting. WHAT'S IN IT FOR YOU: When you join CoStar Group, you'll experience a collaborative and innovative culture working alongside the best and brightest to empower our people and customers to succeed. We offer you generous compensation and performance-based incentives. CoStar Group also invests in your professional and academic growth with internal training, tuition reimbursement, and an inter-office exchange program. Our benefits package includes (but is not limited to): Comprehensive healthcare coverage: Medical / Vision / Dental / Prescription Drug Life, legal, and supplementary insurance Virtual and in person mental health counseling services for individuals and family Commuter and parking benefits 401(K) retirement plan with matching contributions Employee stock purchase plan Paid time off Tuition reimbursement On-site fitness center and/or reimbursed fitness center membership costs (location dependent) Access to CoStar Group's Diversity, Equity, & Inclusion Employee Resource Groups Complimentary gourmet coffee, tea, hot chocolate, fresh fruit, and other healthy snacks We welcome all qualified candidates who are currently eligible to work full-time in the United States to apply. However, please note that CoStar Group is not able to provide visa sponsorship for this position. This position offers a base salary range of $85,000 to $105,000, based on relevant skills and experience and includes a generous benefits and bonus plan. #LI-MW2
CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing