Senior Customer Success Manager, Enterprise

About the team Zillow's Agent Software and Advertising (ASA) organization partners with top real estate professionals to help them grow faster and operate smarter by enabling effective use of Zillow’s offerings to turn insights into action, drive results, and build lasting value. Our bundled software solution brings together Zillow Pro, Follow Up Boss, and Showcase into a cohesive suite of tools that helps agent customers drive more transactions. Integrating these products, we deliver a seamless workflow and advertising experience that streamlines agent communication, enhances advertising reach, and optimizes every stage of the sales process from winning more listings to efficiently converting more leads. We operate as one account team with Broker Development Sales, Implementation, Marketing, and Support, aligning around clear customer goals and long‑term partnership health. About the role The Senior Customer Success Manager owns a small portfolio of Zillow’s largest, multi‑office brokerage partners and is accountable for outcomes across Zillow Pro, Follow Up Boss, and Showcase. You are the strategic post‑sales owner for your book of business, using data, storytelling, and cross‑functional collaboration to drive adoption, retention, and expansion. You’ll operate with substantial autonomy, navigate ambiguity, and bring creative, scalable solutions to a group of highly complex partners. What You’ll Do You drive activation, adoption, and value across the full Agent Success product stack (Follow Up Boss, Zillow Pro, Showcase, and future offerings). Serve as the trusted advisor for a small portfolio of highly complex enterprise brokerage teams, driving adoption, retention, and growth across Showcase, Zillow Pro, Follow Up Boss, and future products. Build executive rapport with C-suite leaders to deeply understand their business models and integrate Zillow’s solutions into their long-term growth strategies and operational goals. Create customized launches and ongoing adoption programs that drive listing utilization, CRM product adoption, and behavior change at scale through tailored marketing campaigns and enablement. Tell clear, data‑backed stories using dashboards and reporting to translate performance into clear recommendations for executive audiences and agent adoption. Partner with internal cross‑functional account teams and advisors (Broker Development, Implementation, Support, Marketing, Product) to remove friction, resolve issues, and deliver a consistent, high‑quality customer experience as a united front. Protect and grow revenue by proactively managing health, renewal, and expansion opportunities, surfacing risk early and building plans to address it. Shape and improve CSM best practices by collaborating and refining CSM playbooks Travel selectively (up to ~20%) for zRetreats and high‑impact in‑market meetings, events, and sessions where in‑person engagement meaningfully advances customer 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 California, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington DC the standard base pay range for this role is $34.40 - $55.00 hourly. This base pay range is specific to these locations and may not be applicable to other locations. In Colorado, Hawaii, Illinois, Minnesota, Nevada, Ohio, Rhode Island, and Vermont the standard base pay range for this role is $32.70 - $52.30 hourly. The base pay range is specific to these locations and may not be applicable to other locations. 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. Who you are You are strategic and outcome‑focused, delivering measurable results while shaping partner behavior and driving long‑term value. Success in this role requires strong business judgment, the ability to influence your customers while maintaining relentless commitment to achieving their goals. You are energized by complex, relationship‑driven work and comfortable operating at an executive level. You combine strong business judgment, data fluency, and polished communication with a bias for action. Experience 5+ years in a client‑facing role (e.g., customer success, account management, sales, or consulting) at a SaaS or technology company, managing a highly complex portfolio of accounts. Demonstrated track record of owning a book of business and driving outcomes such as activation, adoption, retention, expansion, or revenue improvement. Focused, reliable self‑starter with a proven ability to independently master complex tools, integrations, and workflows. Experience engaging senior stakeholders (C‑suite, broker owners, VPs) and navigating multi‑level organizations Strong ability to leverage data to uncover insights and clearly communicate performance, trends, and recommendations to partners. Excellent written and verbal communication skills, with demonstrated critical thinking and creative problem solving. Knowledge of the real estate industry or adjacent SaaS/ad‑tech experience is preferred. Bachelor’s degree or equivalent experience. Transferrable Skills Here at Zillow, we value the experience and perspective of candidates with non‑traditional backgrounds. We encourage you to apply if you have transferable skills or related experiences, even if you don’t meet every requirement above. Get to know us At Zillow, we’re reimagining how people move—through the real estate market and through their careers. As the most-visited real estate platform in the U.S., we help customers navigate buying, selling, financing and renting with greater ease and confidence. Whether you're working in tech, sales, operations, or design, you’ll be part of a company that's reshaping an industry and helping more people make home a reality. Zillow is honored to be recognized among the best workplaces in the country. Zillow was named one of FORTUNE 100 Best Companies to Work For® in 2025, and included on the PEOPLE Companies That Care® 2025 list, reflecting our commitment to creating an innovative, inclusive, and engaging culture where employees are empowered to grow. No matter where you sit in the organization, your work will help drive innovation, support our customers, and move the industry—and your career—forward, together. Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please contact your recruiter directly. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state and local law. Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Create job alert email notifications. Log into your existing Workday profile, or create a profile to get started. It’s the easiest way to stay in the loop–no application needed. At Zillow, flexibility isn’t a perk–it’s how we work. Cloud HQ is our distributed-first model, built on trust, clear systems, and the belief that you can do great work from wherever you are. It’s not about where you work. It’s about moving forward–together.

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