Note: The job is a remote job and is open to candidates in USA. Zillow is a real estate technology company that provides software and advertising solutions to real estate professionals. The Sr. Customer Success Manager will own a portfolio of strategic partners, serving as a post-sales advisor and driving activation, adoption, retention, and expansion across Zillow’s product suite. The role involves strategic coaching, data-driven business reviews, onboarding, relationship management, and cross-functional coordination.
Responsibilities
- Serve as the primary post‑sales consultant and trusted advisor for real estate professionals across Zillow Pro, Follow Up Boss, and Showcase
- Quickly build rapport with key stakeholders (broker/owners, team leads, operations, and top agents), understand their business objectives and challenges, and drive results through strategic, data-driven business reviews
- Facilitate onboarding and adoption across Zillow’s product suite partnering with Implementation to drive early customer success and engagement
- Leverage reporting to identify performance gaps and challenges, translating insights into actions that strengthen overall account health
- Coordinate with internal cross‑functional partners (Sales, Implementation, Marketing, Product, Support) to resolve issues and present a united, high‑quality experience to customers
- Travel (up to 20%) for zRetreats and in‑market meetings, events, and trainings where in‑person engagement meaningfully advances customer outcomes
Skills
- 5+ years in a client‑facing role (e.g., customer success, account management, sales, or consulting) at a SaaS or technology company, managing a strategic or complex portfolio of accounts
- Able to work Eastern Time Zone hours to effectively support and stay responsive to your book of business
- Focused, reliable self‑starter with a proven ability to independently master complex tools, integrations, and workflows
- Demonstrated track record of owning a book of business and driving outcomes such as activation, adoption, retention, expansion, and revenue improvement
- Experience coaching, motivating, and challenging business owners and teams on best practices within SaaS solutions, with the ability to simplify the experience for the end user
- Experience engaging and navigating multi-level partnerships with senior stakeholders (broker/owners, team leaders, operations leaders)
- Strong ability to leverage data to uncover insights and clearly communicate performance, trends, and recommendations to customers
- Excellent written and verbal communication skills, with demonstrated critical thinking and creative problem‑solving skills
- Bachelor's degree or equivalent experience
- Knowledge of the real estate industry or adjacent SaaS/ad‑tech experience is preferred
Benefits
- Remote position; employees may work from a physical location of their choice within the eligible U.S. states
- Eligible for equity awards based on factors such as experience, performance and location
Company Overview
Company H1B Sponsorship