Serve as the primary post-sales consultant for a portfolio of SMB/MM customers using Showcase, Follow Up Boss, and Zillow Pro, building trust and driving day-to-day success across the product suite
Lead onboarding, enablement, and early value realization, ensuring customers are successfully set up, activated, and seeing measurable progress within their first 90 days
Drive product adoption and behavior change through structured trainings, working sessions, and ongoing coaching that improve lead management, follow-up, and operational efficiency
Use data and best practices to guide customer strategy, translating product usage and performance insights into clear, actionable recommendations that improve core business metrics
Maintain account health and retention readiness, proactively identifying adoption gaps or risks and partnering with Sales to support renewals and expansion opportunities
Collaborate closely with internal partners (Sales, Implementation, and Support) to deliver a consistent, high-quality customer experience and surface feedback that improves our products and services

Four-year degree or equivalent experience
3–5 years experience in a client-facing role (e.g., customer success, sales, business solutions, account management) within a SaaS or technology environment
Experience supporting a large volume book of business
Knowledge of the real estate industry and real estate technology is strongly preferred
Experience coaching customers on software and simplifying complex workflows for end users
Strong consultative skills with the ability to conduct discovery, identify opportunities, challenge customer beliefs, and coach toward customer outcomes
Tech-savvy with comfort navigating advanced SaaS tools, integrations, and data-driven use cases
Excellent communication and interpersonal skills with the ability to influence action
Demonstrated organizational and time management skills
Flexibility in scheduling to meet customer needs with short turnaround times
Ability to manage projects with tight deadlines and shifting priorities
A growth mindset, adaptability to change, and a proactive, self-starting approach to work
Ability to work efficiently and effectively on cross-functional teams
Travel may be required up to approximately 20% of the time

Customer Success Manager

Key skills