Customer Success Manager – Real Estate Manager/Visual Lease

Overview

CoStar Group (NASDAQ: CSGP) is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces. It is included in the S&P 500 Index and the NASDAQ 100 and has been digitizing real estate for over 35 years.

Role Summary

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.

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.
• 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.
• 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.
• Deliver scheduled platform reviews and provide actionable recommendations to optimize usage.
• 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.
• 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).

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.

Benefits

• Comprehensive healthcare coverage…