Senior Customer Success Manager, Enterprise

Zillow is a leading real estate platform that partners with top professionals to enhance their operations. The Senior Customer Success Manager will manage a portfolio of large brokerage partners, driving adoption and retention of Zillow's software solutions while collaborating with cross-functional teams to ensure customer satisfaction and growth.

Responsibilities:

• You 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

Requirements:

• 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
• Bachelor's degree or equivalent experience
• Knowledge of the real estate industry or adjacent SaaS/ad-tech experience