oversee a portfolio of Zillow’s key real estate partners across Zillow Pro, Follow Up Boss, and Showcase
deliver a first class experience to agents, teams and brokerages
leverage data and customer insights to drive activation, adoption, retention, and expansion across this full product suite
develop and conduct strategic coaching sessions, manage client relationships and implement scalable best practices
drive adoption and value across the full Agent Success product stack
serve as the primary post‑sales consultant and trusted advisor for real estate professionals
quickly build rapport with key stakeholders, understand their business objectives and challenges
drive results through strategic, data-driven business reviews
facilitate onboarding and adoption across Zillow’s product suite
leverage reporting to identify performance gaps and challenges
coordinate with internal cross‑functional partners to resolve issues

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
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
Knowledge of the real estate industry or adjacent SaaS/ad‑tech experience is preferred
Bachelor’s degree or equivalent experience

Senior Customer Success Manager

Key skills