Senior Customer Success Manager
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Job Description
Customer Success Manager managing key real estate partnerships at Zillow. Delivering first-class customer experiences and driving product adoption across multiple platforms.
Responsibilities:
- oversee a portfolio of Zillow’s key real estate partners across Zillow Pro, Follow Up Boss, and Showcase
- deliver a first class experience to agents, teams and brokerages
- leverage data and customer insights to drive activation, adoption, retention, and expansion across this full product suite
- develop and conduct strategic coaching sessions, manage client relationships and implement scalable best practices
- drive adoption and value across the full Agent Success product stack
- serve as the primary post‑sales consultant and trusted advisor for real estate professionals
- quickly build rapport with key stakeholders, understand their business objectives and challenges
- drive results through strategic, data-driven business reviews
- facilitate onboarding and adoption across Zillow’s product suite
- leverage reporting to identify performance gaps and challenges
- coordinate with internal cross‑functional partners to resolve issues
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
- 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
- Knowledge of the real estate industry or adjacent SaaS/ad‑tech experience is preferred
- Bachelor’s degree or equivalent experience
Benefits:
- competitive base salary
- equity awards based on factors such as experience, performance and location
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