Client Experience Manager, New Construction

Zillow

6d•Remote

About The Position

Zillow Group is looking for a Client Experience Manager (CEM) to join our growing New Construction team. In this post-sale, client-facing role, you will partner closely with builder clients and Sales to deliver a seamless experience from onboarding through ongoing account management. You’ll use data and insights to guide strategy, improve performance, and help clients get the most value from the Zillow platform, while strengthening long-term partnerships that support business growth.

Requirements

3–5+ years of experience in account management, client success, or a related client-facing role.
Bachelor’s degree in Marketing, Communications, Business, or a related field, or equivalent practical experience.
Experience managing client relationships and serving as a trusted point of contact for ongoing engagement.
Analytical and comfortable interpreting performance data to develop meaningful insights and recommendations.
A clear and confident communicator with strong written and verbal communication skills.
Proactive, organized, and detail-oriented, with the ability to manage multiple clients and competing priorities in a fast-paced environment.
Experience using CRM and reporting tools such as Salesforce or similar platforms.
Collaborative and effective at building strong working relationships across teams.
Motivated to deliver a strong client experience while continuously improving processes and ways of working.

Nice To Haves

Candidates with non-traditional backgrounds with transferable skills or related experiences are encouraged to apply.

Responsibilities

Partner with Sales to ensure a smooth transition from pre-sale to post-sale and align on client strategy from day one.
Build trusted relationships with builder clients and serve as a consistent point of contact for day-to-day engagement.
Lead recurring client conversations with your Seller, including education, performance reviews, and strategy discussions.
Analyze account and campaign performance, translating data into clear insights and actionable recommendations.
Proactively identify risks, opportunities, and optimizations that improve client outcomes and long-term engagement.
Drive adoption and effective use of Zillow products by educating clients on platform functionality, best practices, and ways to maximize value.
Troubleshoot and resolve billing, reporting, and product-related issues to deliver a seamless client experience.
Collaborate with Sales, Support, Product, and Operations to advocate for client needs and share feedback that improves products and processes.