[Hiring] Manager, Customer Success @Zillow

Role Description

As Manager, Customer Success – Strategic Segment, you will lead a high-impact team of Customer Success Managers responsible for Zillow’s largest and most complex agent customers across our multi-product portfolio, including Showcase, Zillow Pro, and Follow Up Boss.

• Coach your team to develop trusted relationships with senior customer stakeholders.
• Build strategic account plans and connect Zillow’s products to each customer’s business priorities, operating model, and growth goals.
• Establish the operating discipline needed to manage complex books of business.
• Serve as a visible change leader and cross-functional partner.

What You’ll Do

• Lead and develop a team of Strategic Customer Success Managers supporting high-value, complex customers.
• Establish a consistent operating rhythm, including 1:1s, strategic account reviews, call listening, risk reviews, and portfolio inspections.
• Coach CSMs to build and execute comprehensive account plans.
• Raise the quality of executive-level customer conversations.
• Use Gong and other tools to identify patterns across customer conversations.
• Ensure Strategic accounts have strong relationships across multiple levels of the customer organization.
• Partner closely with Sales to align on account strategy and customer commitments.
• Coordinate across Support, Product, Marketing, Operations, and other cross-functional partners.
• Lead customer escalations with urgency and sound judgment.
• Use performance trends and program metrics to prioritize accounts.
• Translate insights from Strategic customers into clear themes and recommendations.
• Hire, onboard, and develop high-performing talent.
• Build leadership capability within the team.
• Help define what excellent Strategic Customer Success looks like at Zillow.
• Travel approximately 20% of the time for various engagements.

Qualifications

• 7+ years of experience in Customer Success, strategic account management, or a related customer-facing function.
• 3+ years of people management experience leading Customer Success Managers or similar teams.
• Experience supporting Strategic, Enterprise, or similarly complex customers.
• Demonstrated success driving adoption, retention, customer value, and expansion.
• Strong executive presence and ability to coach others.
• Experience building multithreaded customer relationships.
• Ability to connect multiple products and services into a cohesive customer strategy.
• Experience leading through change.
• Strong analytical and decision-making discipline.
• A proven coach who provides clear, behavior-based feedback.
• Strong cross-functional leadership skills.
• Real estate industry experience is a plus but not required.

Benefits

• Competitive base salary.
• Eligible for equity awards based on experience, performance, and location.