[Hiring] Technical Customer Success Manager @Zillow

Role Description

The Technical Customer Success Manager owns the onboarding, implementation, and ongoing success of Aryeo’s Media API customers. This includes primarily Aryeo Lite customers and integration partners that require a higher level of technical support but do not have dedicated enterprise coverage.

You will operate at the intersection of Customer Success, Implementation, and Technical Solutions, helping customers translate their business needs into successful API workflows. You will guide integrations from kickoff through launch, serve as a long-term partner after implementation, and collaborate across Aryeo to drive adoption, retention, and product improvements.

You will also play an important role in scaling how Aryeo supports API customers by developing repeatable processes, documentation, and enablement resources that deliver a high-quality customer experience efficiently.

Success in this role will be measured through:

• Customer time to launch
• Successful onboarding within established timelines
• API adoption and usage
• Customer retention and satisfaction
• Reduced reliance on technical escalations over time

What You’ll Do

• Lead end-to-end onboarding and implementation for Media API customers, from kickoff through successful go-live.
• Help customers translate their business requirements into effective API workflows, providing guidance on authentication, endpoints, webhooks, and integration best practices.
• Troubleshoot technical issues, identify root causes, and partner with Engineering, Product, and Support when additional expertise is needed.
• Own a portfolio of API customers, primarily within the Aryeo Lite segment, and serve as their primary point of contact throughout the customer lifecycle.
• Monitor customer health, API usage, and adoption to proactively identify risks, address barriers, and uncover opportunities for customers to receive greater value from the platform.
• Conduct periodic customer reviews when appropriate to align on business goals, integration performance, adoption, and opportunities for improvement.
• Serve as the primary relationship owner for integration partners using the Media API, supporting partner launches and maintaining strong ongoing relationships.
• Represent the voice of API customers and partners by gathering, synthesizing, and sharing feedback with Product and Engineering teams.
• Advocate for product and process improvements that reduce integration friction, improve customer outcomes, and increase the scalability of the Media API experience.
• Create and refine onboarding documentation, implementation playbooks, troubleshooting guides, and reusable customer resources.
• Serve as a technical escalation point for Customer Success and Onboarding team members managing complex API-related issues.
• Partner with Customer Success Managers to resolve technical challenges affecting adoption, customer health, or retention for Aryeo Pro customers.
• Enable internal teams through API training, documentation, and the sharing of technical best practices and common troubleshooting workflows.

Who you are

• 2+ years of experience in Customer Success, Implementation, Solutions Engineering, Technical Account Management, or a similar customer-facing role.
• Hands-on experience working with REST APIs, webhooks, authentication methods, and integration workflows.
• Able to investigate and troubleshoot technical issues while clearly communicating findings, recommendations, and next steps.
• Comfortable working with both technical and non-technical stakeholders and translating complex concepts into clear, practical guidance.
• Strong project management and organizational skills, with the ability to manage multiple customer implementations and onboarding timelines simultaneously.
• Proactive and customer-focused, with strong critical thinking, problem-solving, and relationship-building skills.
• Able to collaborate effectively across Customer Success, Product, Engineering, Support, and other internal teams.
• Experience serving as a technical escalation point or supporting cross-functional teams through complex customer issues is preferred.
• Experience supporting a SaaS product with API or integration components is preferred.
• Experience creating API documentation, implementation resources, or technical how-to guides is preferred.
• Experience supporting technology or integration partners is preferred.
• Experience in real estate technology, marketplaces, or media-related workflows is preferred.

Benefits

• Competitive base salary
• Equity awards based on factors such as experience, performance, and location

Company Description

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 people navigate buying, selling, financing, and renting with greater ease and confidence.

Zillow is honored to be recognized among the best workplaces in the U.S. Zillow was named one of FORTUNE 100 Best Companies to Work For® in 2026, and included on TIME’s America’s Best Companies 2026 list, reflecting our commitment to creating an innovative, inclusive, and engaging culture where employees are empowered to grow.

Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees.