Manager, Enterprise Customer Success

Zillow•Remote-SC, SC

1d•Remote

About The Position

The Manager II, Account and Relationship Management leads a team that manages and grows a portfolio of customer or partner accounts, ensuring high satisfaction, strong retention, and sustainable revenue growth. This role sets account strategies, builds senior-level relationships, and coordinates cross-functional resources to deliver value, resolve complex issues, and identify opportunities for expansion. The manager provides day-to-day leadership, develops team capabilities, and uses data-driven insights to inform decisions and improve account outcomes. This role has been categorized as a Remote position. “Remote” employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice, which must be identified to the Company. U.S. employees may live in any of the 50 United States, with limited exceptions. In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location. Actual amounts will vary depending on experience, performance and location. Employees in this role will not be paid below the salary threshold for exempt employees in the state where they reside.

Requirements

Bachelor’s degree in Business, Marketing, Communications, or a related field.
8+ years of experience in account management, customer success, or a closely related field, including experience managing complex customer or partner portfolios.
2+ years of people leadership experience in a customer-facing or revenue-generating function.
Proven track record of driving account retention, expansion, and satisfaction in a fast-paced, matrixed environment.
Experience leading cross-functional initiatives and navigating senior stakeholder relationships.
Or an equivalent combination of education and experience.

Responsibilities

Define and execute account strategies that drive retention, satisfaction, and revenue growth across a portfolio of key customers or partners.
Lead, coach, and develop an account management team, setting clear goals, providing feedback, and building capabilities in consultative relationship management.
Build and deepen senior-level relationships with customer and partner stakeholders, acting as a trusted advisor on how Zillow solutions support their business objectives.
Coordinate cross-functional collaboration with Sales, Product, Marketing, Operations, and Support to deliver a seamless customer experience and resolve complex account issues.
Analyze account performance, pipeline, and health metrics to identify risks, uncover growth opportunities, and recommend data-driven action plans.
Oversee renewal and negotiation processes for assigned accounts, balancing customer needs with business goals to secure long-term agreements.
Standardize and continuously improve account management processes, playbooks, and reporting to increase efficiency and consistency across the team.