Enterprise Customer Success Manager

About The Team

The Agent Software and Advertising (ASA) division at Zillow collaborates with leading real estate agents to accelerate their growth and optimize operations. By facilitating effective usage of Zillow's comprehensive products, they transform insights into actionable business enhancements and lasting value.

The unified software platform combines Zillow Pro, Follow Up Boss, and Showcase into an integrated toolset that empowers agents to increase transactions. This integration delivers a streamlined communication flow, expanded advertising reach, and efficient management throughout all sales stages—from acquiring listings to converting leads.

The team functions cohesively with Broker Development Sales, Implementation, Marketing, and Support units to focus on clear customer objectives and the health of enduring partnerships.

Role Overview

The Senior Customer Success Manager will manage a selected portfolio of Zillow's largest multi-office brokerage clients, responsible for results across Zillow Pro, Follow Up Boss, and Showcase products. This strategic post-sale role relies on data analytics, storytelling, and cross-team collaboration to boost adoption, retention, and growth.

Working independently, the manager navigates complex issues and develops innovative, scalable strategies tailored for complex partners.

Key Responsibilities

• Facilitate activation, comprehensive usage, and value realization across all Agent Success products including Follow Up Boss, Zillow Pro, Showcase, and upcoming solutions.
• Act as the trusted partner to a portfolio of complex enterprise brokerage teams, leading efforts to enhance adoption, retain clients, and foster growth.
• Establish strong relationships with executive leaders (C-suite) to thoroughly understand their business strategies and embed Zillow's solutions into their long-term plans.
• Design customized onboarding and continued adoption initiatives that boost listing utilization, CRM engagement, and behavioral changes using tailored marketing and enablement campaigns.
• Utilize data-driven dashboards and reports to narrate performance outcomes and propose actionable recommendations to executives and agents.
• Collaborate with internal cross-functional teams including Broker Development, Implementation, Support, Marketing, and Product, ensuring seamless issue resolution and consistent high-quality customer service.
• Proactively oversee customer health, renewals, and expansion prospects to safeguard and grow revenue, identifying risks early and implementing mitigation strategies.
• Contribute to improving Customer Success Manager practices by refining playbooks and collaborating on best practices.
• Undertake selective travel (approximately 20%) for important meetings, events, and sessions that enhance customer relationships and outcomes.

Candidate Profile

• At least five years of experience in client-facing roles such as customer success, account management, sales, or consulting within SaaS or technology sectors managing sophisticated account portfolios.
• Proven success in independently managing a book of business with tangible achievements in activation, adoption, retention, revenue expansion, or customer growth.
• Self-motivated and dependable with the aptitude to quickly master complex tools, integrations, and workflows.
• Experience engaging senior executives and navigating multi-tier organizational structures.
• Strong analytical skills to extract insights from data and clearly communicate trends, performance, and recommendations.
• Excellent communication abilities, including written, verbal, critical thinking, and innovative problem-solving skills.
• Preferred knowledge in real estate or related SaaS/ad-tech domains.
• A bachelor's degree or equivalent professional experience is required.

Location & Compensation

This position is fully remote within the U.S., requiring employees to identify a physical workspace. Residency is permitted in any U.S. state with limited exclusions. Occasionally, employees may need to reside in specific regions or time zones to support clients effectively.

Travel up to 20% may be necessary for in-market client engagements and corporate events.

The salary range varies by location: in California, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington D.C., it ranges from $99,700 to $159,300 annually. In Colorado, Hawaii, Illinois, Maine, Minnesota, Nevada, Ohio, Rhode Island, Vermont, and Virginia, the range is $94,700 to $151,300 annually.

Equity awards are part of the total compensation depending on factors like experience, performance, and location. Salary will not fall below exempt employee thresholds in relevant states.

Equal Opportunity & Additional Information

Zillow is dedicated to fostering an inclusive and innovative culture, providing equal opportunities regardless of race, color, religion, gender, or other protected statuses. Applicants with disabilities or special needs can request accommodations.

Applicants with criminal records will be considered fairly under applicable laws, including the Los Angeles County Fair Chance Ordinance. Employees are expected to maintain professionalism, adhere to company policies, and work safely and respectfully with colleagues and customers.