Customer Success

London - England - United Kingdom of Great Britain and Northern Ireland

Customer Success & Digital Enablement Manager (XRS)
The Extended Reality Solutions (XRS) team at CBRE delivers cutting-edge 'extended reality' solutions for our front-line workers. We're seeking a versatile Customer Success Manager who can drive our vision to empower the CBRE technical workforce. This role is ideal for someone who blends digital design savvy, training expertise, facilitation skills, and account management experience.

You may be a digital educator, content creator, facilitator, or customer success professional—what matters most is your ability to support users, drive engagement, and foster innovation. You'll help create and establish a robust customer success solution for XRS, with opportunities to grow and shape the future of customer success management at CBRE.

This position is a maternity cover 12 months fixed term contract.

What You'll Do

• Understand customers' business objectives, KPIs, and success metrics to develop success plans that drive engagement, product adoption, retention, and growth.
• Build and foster strong customer relationships, serving as an extension of the customer's team.
• Uncover and initiate opportunities for expansion and growth by anticipating customer needs.
• Develop and deliver presentations to customers (including business reviews and ROI/performance reports).
• Partner closely with the XRS team to ensure all customer projects are aligned with goals and executed seamlessly.
• Facilitate manager sessions and confidently present to diverse audiences.
• Facilitate consistent training sessions, and live workshops.
• Provide technical and user support, including process improvement and booking support for users and experts.
• Monitor customer health, identify and mitigate risk, and confidently manage multiple client accounts.
• Foster collaboration within CBRE's Digital & Technology team, contribute to process development and best practices, and identify opportunities to develop critical skills.
• Create digital content (video, social media, design assets) to support team and customer needs.
• Apply a process-driven eye to design and user experience improvements.
• Utilize digital internal social platforms to foster engagement and cultivate a community-focused communication environment.

What You'll Need

• 5+ years enterprise customer-facing experience in Customer Success, Technical Account Management, Training, or Consulting roles.
• Bachelor's degree (B.S. or B.A.) from an accredited college or university.
• Proven track record of achieving high customer renewal, retention, and upsell.
• Experience in digital design, storyboarding, or video editing is highly desirable.
• Strong facilitation and training skills, with experience in delivering both live and online sessions.
• A customer-first mentality and an aptitude for building deep customer relationships at all levels.
• Strong analytical skills with the ability to think creatively.
• Excellent communication and presentation skills.
• Proactive, data-driven, and detail-oriented with the ability to thrive in a fast-paced, startup environment.
• Enterprise eCommerce and startup experience is strongly preferred.

Nice-to-haves but not essential

• Experience in 3D & AR/MR, program management, and the ability to leverage customer insights for strategic decision-making
• Proficiency in driving digital transformation and innovation through technology, with a strong understanding of industry trends and the ability to effectively navigate the digital landscape.

Why CBRE
CBRE Group, Inc. (NYSE:CBRE), a Fortune 500 and S&P 500 company headquartered in Dallas, is the world's largest commercial real estate services and investment firm (based on 2024 revenue). The company has more than 140,000 employees (including Turner & Townsend employees) serving clients in more than 100 countries. CBRE serves clients through four business segments: Advisory (leasing, sales, debt origination, mortgage serving, valuations); Building Operations & Experience (facilities management, property management, flex space & experience); Project Management (program management, project management, cost consulting); Real Estate Investments (investment management, development). Please visit our website at

Our Values in Hiring
At CBRE, we are committed to fostering a culture where everyone feels they belong. We value diverse perspectives and experiences, and we welcome all applications.

Service line:
GWS Segment