Customer Success Manager, Real Estate Manager

Description

• Ensure that customers derive maximum value from their investment in CoStar Real Estate Manager, monitor effective utilization of all licensed modules, identify new opportunities, and collaborate with other CoStar Real Estate Manager stakeholder teams to ensure adoption and a successful renewal.
• 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.
• Lead customer engagements, including regular check-ins and executive business reviews, to communicate value, track progress toward goals, and identify opportunities for growth.
• Promote platform capabilities through targeted customer education, demonstrations, and targeted training sessions to expand usage and adoption.
• Foster trusted relationships with customers and internal stakeholders, building credibility through consistent follow-through and proactive communication.
• 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.
• Stay current on product enhancements and industry trends, using that knowledge to make informed recommendations and add value in customer interactions.

Requirements

• Working knowledge of the CoStar Real Estate Manager product, platform features and capabilities or familiarity with other enterprise real estate management/lease administration or lease accounting tools.
• Solid understanding of business processes (sales, service, support) and the ability to connect technical capabilities to business outcomes.
• Understand customer challenges and objectives, developing and executing success plans that align with business outcomes and CoStar Real Estate Manager solutions.
• Experience collaborating across cross-functional teams to achieve customer goals.
• Customer Success certification (e.g., CCSM or equivalent).
• Excellent listening, empathy, and conflict-resolution abilities.
• Adaptable mindset with the ability to thrive on change and ambiguity.
• Bachelor’s degree required from an accredited, not-for-profit, in-person college/university.
• Experience presenting to and building relationships with senior stakeholders.
• Proven ability to manage multiple priorities, adapt to change, and maintain high performance in a fast-paced environment.
• 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.
• Ability to understand customer’s questions/needs and recognize the appropriate internal teams to route to for resolution.
• Ability to gracefully navigate challenging conversations and appropriately tailor communication style to audience.
• Strong communication and interpersonal skills — able to lead meetings, guide conversations, and foster collaboration across teams.
• A track record of commitment to prior employers.
• Demonstrated problem-solving skills, initiative, and attention to detail.

Benefits

• Commuter and parking benefits
• Comprehensive healthcare coverage: Medical / Vision / Dental / Prescription Drug
• Tuition reimbursement
• Paid time off
• Complimentary gourmet coffee, tea, hot chocolate, fresh fruit, and other healthy snacks
• Employee stock purchase plan
• Virtual and in person mental health counseling services for individuals and family
• Access to CoStar Group’s Diversity, Equity, & Inclusion Employee Resource Groups
• Life, legal, and supplementary insurance
• 401(K) retirement plan with matching contributions
• On-site fitness center and/or reimbursed fitness center membership costs (location dependent), with yoga studio, Pelotons, personal training, group exercise classes

Training + Development

Interview process

Visa Sponsorship

Security clearance