Digital & Tech Product Manager

Digital & Tech Product Manager

The Client Success Manager owns the complete customer lifecycle for Host Building clients from post-sale through ongoing relationship management. This hybrid role combines implementation project management with strategic account management, ensuring successful technology deployment, maximizing client value realization, and driving long-term growth through retention, expansion, and new project acquisition across a North American client portfolio.

Implementation & Deployment (0-6 months post-sale)

• Project Management: Lead end-to-end implementation process from sales handover through full technology deployment
• Stakeholder Coordination: Manage complex handover processes involving multiple internal teams (sales, technical, product) and client stakeholders
• Timeline Management: Develop and execute detailed implementation plans with clear milestones and accountability measures
• Risk Mitigation: Proactively identify and resolve potential deployment obstacles to ensure on-time, successful launches
• Training Delivery: Coordinate and oversee client and in-house training programs to ensure user adoption and competency
• Discovery: Drive requirement gathering, documentation and sign off process with internal and client stakeholders.
• On-going Use Case Discovery & Deployment: In conjunction with others on the Host Product Team, understand the use cases of interest or aiding in the growth of the customer's app utilization:
• Discovery and scoping
• Project planning and implementation
• Documentation, education, and job aide creation
• Support systems (internal and with integration partners)

Long-term Customer Success (ongoing)

• Strategic Account Management: Serve as primary point of contact for assigned client portfolio across single properties and full portfolios
• Business Reviews: Conduct regular Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs) to assess performance, value realization, and strategic alignment
• Issue Resolution: Own and drive resolution of client concerns, technical issues, and service delivery challenges. Develop and maintain a sustainable support model catering to Account needs.
• Success Monitoring: Track and analyze client usage data, satisfaction metrics, and business outcomes to ensure clients achieve desired ROI
• Relationship Development: Build and maintain deep relationships with key stakeholders from property managers to C-level executives

Growth & Expansion

• New Project Acquisition: Serve as primary contact for existing clients adding new properties or expanding their Host Building footprint
• Enhancement Needs: Support account needs for system enhancements by tracking and reporting against requests received.
• Contract Renewals: Lead renewal processes, ensuring high retention rates and identifying opportunities for contract expansion
• Reference/Case Study Development: Cultivate satisfied clients as case studies, references, and speaking opportunities

Portfolio Management

• Book of Business: Manage assigned client portfolio across North America, with responsibility for overall account health and growth
• Territory Planning: Develop and execute strategic account plans for each major client relationship
• Market Intelligence: Gather competitive insights and market trends from client interactions to inform company strategy

Technical Skills

• Project Management: Proficiency with PM tools (Airtable, SmartSheet, etc.) and methodologies for complex technology implementations
• CRM Management: Advanced skills in customer relationship management platforms (Salesforce, Airtable, etc.)
• Data Analysis: Ability to analyze customer usage data, satisfaction metrics, and business performance indicators
• Technology Acumen: Strong understanding of PropTech solutions, building management systems, and SaaS platforms; Angus/CMMS knowledge is essential
• Process Documentation: Skills in creating implementation playbooks, training materials, and process documentation

What you'll need

• Customer Success: 4-6 years in customer success, account management, or client services roles, preferably in B2B SaaS
• Implementation Management: Proven track record managing complex technology implementations or software deployments across a large and complex portfolio
• Account Management: Experience managing enterprise client relationships with contract values of $100K+ annually
• Real Estate/PropTech: Background in commercial real estate, property management, or PropTech solutions preferred
• Cross-functional Leadership: Experience leading projects across multiple departments and stakeholder groups
• Bachelor's degree in Business, Technology, Real Estate, or related field desired
• Project Management certification (PMP, Agile, Scrum) preferred
• Customer Success certifications (Gainsight, ChurnZero) a plus

Soft Skills

• Executive Presence: Comfortable presenting to and building relationships with C-level executives and senior decision-makers
• Problem-Solving: Strong analytical thinking with ability to diagnose issues and develop creative solutions
• Communication: Exceptional written and verbal communication skills for diverse audiences (technical and non-technical)
• Organizational Skills: Ability to manage multiple complex accounts and projects simultaneously
• Adaptability: Comfortable working in fast-paced environment with changing priorities and requirements
• Empathy & Patience: Natural ability to understand client perspectives and maintain composure during challenging situations

Success Metrics

• Implementation Success
• Time to Value: Average time from contract signature to full client value realization (target: <90 days)
• Implementation Success Rate: Percentage of implementations completed on-time and within scope (target: >95%)
• User Adoption Rate: Percentage of licensed users actively engaging with platform within 60 days of launch

Customer Satisfaction

• Net Promoter Score (NPS): Quarterly NPS surveys with target score of >50
• Customer Satisfaction Score (CSAT): Post-implementation and ongoing satisfaction ratings (target: >4.5/5)
• Support Ticket Resolution: Average time to resolve client issues and satisfaction with resolution quality

Retention & Growth

• Annual Retention Rate: Percentage of clients renewing contracts annually (target: >95%)
• Net Revenue Retention: Growth in annual contract value from existing clients (target: >110%)
• Expansion Rate: Percentage of clients expanding Host Building usage within 12 months (target: >40%)
• New Project Acquisition: Number of new properties/projects added by existing clients annually

Portfolio Performance

• Portfolio Health Score: Composite metric tracking usage, satisfaction, and growth across assigned accounts
• Contract Renewal Rate: Percentage of contracts successfully renewed at or above previous value
• Upsell/Cross-sell Revenue: Annual revenue generated from account expansion activities

Collaboration & Relationships

• Account Team: Collaborate with and ensure alignment and communication with internal account team
• Sales Team: Smooth handover process and ongoing collaboration on account expansion opportunities
• Implementation Team: Close partnership during deployment phase and knowledge transfer
• Product Team: Regular feedback on client needs, feature requests, and product roadmap input
• Support Team: Coordination on issue escalation and resolution for strategic accounts
• Property Management Teams: Day-to-day operational relationships with property managers and operations staff
• Client Teams: Close partnership, collaboration, communication and support on regular basis
• IT Departments: Technical coordination during implementations and ongoing system integrations
• Industry Partners: Coordination with third-party vendors and integration partners as needed

Why CBRE?

At CBRE, we believe we possess an encouraging environment where integrity, service, and excellence craft our approach to every opportunity. We are guided by the needs of the cities we inhabit, the communities we build and the world we live in.

• CBRE named a Fortune's Most Admired Real Estate Company Fourteen years in a row
• CBRE agrees to acquire J&J Worldwide Services, a leading provider of engineering services, base support operations and facilities maintenance for the U.S. federal government.
• Named a World's Most Ethical Company by Ethisphere for 11th consecutive year.