Sr. Customer Success Manager
About The Position
The Sr. Customer Success Manager oversees a portfolio of Zillow’s key real estate partners across Zillow Pro, Follow Up Boss, and Showcase, delivering a first class experience to agents, teams and brokerages. As the primary, post-sales owner for your book of business, you leverage data and customer insights to drive activation, adoption, retention, and expansion across this full product suite. You operate with a high degree of ownership, developing and conducting strategic coaching sessions, managing client relationships and implementing scalable best practices that raise the bar across the broader CSM organization.
Requirements
- 5+ years in a client-facing role (e.g., customer success, account management, sales, or consulting) at a SaaS or technology company, managing a strategic or complex portfolio of accounts.
- Able to work Eastern Time Zone hours to effectively support and stay responsive to your book of business.
- Focused, reliable self-starter with a proven ability to independently master complex tools, integrations, and workflows.
- Demonstrated track record of owning a book of business and driving outcomes such as activation, adoption, retention, expansion, and revenue improvement.
- Experience coaching, motivating, and challenging business owners and teams on best practices within SaaS solutions, with the ability to simplify the experience for the end user.
- Experience engaging and navigating multi-level partnerships with senior stakeholders (broker/owners, team leaders, operations leaders).
- Strong ability to leverage data to uncover insights and clearly communicate performance, trends, and recommendations to customers.
- Excellent written and verbal communication skills, with demonstrated critical thinking and creative problem-solving skills.
- Bachelor’s degree or equivalent experience.
Nice To Haves
- Knowledge of the real estate industry or adjacent SaaS/ad-tech experience is preferred.
Responsibilities
- Drive adoption and value across the full Agent Success product stack: Zillow Pro, Follow Up Boss, and Showcase and any future offerings.
- Serve as the primary post-sales consultant and trusted advisor for real estate professionals across Zillow Pro, Follow Up Boss, and Showcase.
- Quickly build rapport with key stakeholders (broker/owners, team leads, operations, and top agents), understand their business objectives and challenges, and drive results through strategic, data-driven business reviews.
- Facilitate onboarding and adoption across Zillow’s product suite partnering with Implementation to drive early customer success and engagement.
- Leverage reporting to identify performance gaps and challenges, translating insights into actions that strengthen overall account health.
- Coordinate with internal cross-functional partners (Sales, Implementation, Marketing, Product, Support) to resolve issues and present a united, high-quality experience to customers.
- Travel (up to 20%) for zRetreats and in-market meetings, events, and trainings where in-person engagement meaningfully advances customer outcomes.
Benefits
- equity awards
Stand Out From the Crowd
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What This Job Offers
Job Type
Full-time
Career Level
Senior
