[Hiring] Senior Customer Success Manager @Zillow

Role Description

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

• 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.

Qualifications

• 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.

Requirements

• You are strategic and outcome‑focused, delivering measurable results while shaping partner behavior and driving long‑term value.
• Strong business judgment and the ability to influence your customers while maintaining relentless commitment to achieving their goals.
• Energized by complex, relationship‑driven work and comfortable operating at an executive level.
• Combine strong business judgment, data fluency, and polished communication with a bias for action.

Benefits

• Competitive base salary.
• 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.