Customer Success Director

About the role

The Client Success Director is responsible for leading the OnDemand client management function, ensuring that both Enterprise and OnDemand clients realize measurable value from CBRE’s OnDemand team, inclusive of the Shared Technician team. This leader serves as the voice of the customer, drives client retention and expansion opportunities, and ensures operational execution aligns with customer expectations. The Director leads a team of Client Success Managers, establishing a proactive client‑engagement model that promotes adoption, improves satisfaction, reduces escalations, and strengthens strategic partnerships with CBRE account teams. The role acts as the bridge between clients and operations, delivering a consistent, scalable, and governable customer experience while supporting growth, profitability, and long‑term client success.

Responsibilities

• Lead the Client Success team across the OnDemand business.
• Serve as executive sponsor for strategic client relationships.
• Own overall customer satisfaction, retention, and expansion metrics.
• Oversee strategic account planning and client success reviews.
• Partner with Account Teams to identify opportunities for growth and service expansion.
• Monitor client adoption, service utilization, SLA performance, and operational trends.
• Drive continuous improvement initiatives based on feedback.
• Establish escalation governance and resolution processes.
• Leverage analytics to identify trends, risks, and opportunities.
• Present performance of program to senior leadership.
• Lead quarterly business reviews and executive reporting.
• Coach, lead, and develop Client Success Managers; establish performance expectations, career paths, and succession planning.
• Build a customer‑centric culture focused on accountability, responsiveness, and proactive engagement.

Requirements

• Bachelor’s degree preferred (or equivalent combination of education and experience).
• 8–12 years of relevant experience.
• Authorization to work in the United States without the need for visa sponsorship now or in the future.

Qualifications

• Experience in staffing, selection, training, development, coaching, mentoring, measuring, appraising, and rewarding performance and retention.
• Ability to lead the exchange of sensitive, complicated, and difficult information, convey performance expectations, and handle problems.
• Leadership skills to set, manage, and achieve targets with direct impact on multiple departments.
• In‑depth knowledge of Microsoft Office products (Word, Excel, Outlook, etc.).
• Expert organizational skills and an advanced inquisitive mindset.

Pay

Salary range: $150,000 – $170,000 annually. Eligible for a discretionary bonus based on CBRE’s applicable benefit program.

Benefits

• Discretionary bonus based on CBRE’s benefit program.