Enterprise Customer Success Manager - Dotloop

Zillow is a leading real estate platform that aims to empower individuals in their real estate journeys. The Enterprise Customer Success Manager will serve as a strategic partner for brokerage and team customers, focusing on onboarding, retention, and expansion through effective customer engagement and product utilization.

Responsibilities:

• Own a portfolio of high-value and complex brokerage and team customers as their primary strategic point of contact for dotloop, while being able to speak to other Zillow Group products
• Manage onboarding and implementation for new mid-size and key account customers by defining clear success plans, aligning stakeholders, and driving strong adoption and engagement from launch
• Use deep product and domain expertise to solve complex customer inquiries and proactively recommend best practices that drive outcomes and optimize workflows
• Develop trusted, proactive advisor relationships with customers, including regular touchpoints and executive business reviews that tie product usage and insights to measurable business results
• Analyze account usage and performance data to identify trends, risks, and opportunities, and build communication cadences that foster high engagement, retention, and expansion
• Assess customer business needs and challenges to identify best-fit cross-sell and upsell opportunities, partnering closely with Sales and other stakeholders to execute growth strategies
• Lead or co-lead strategic initiatives or campaigns—such as pilots, process improvements, or resource development—and bring aggregated customer insights to Product, Operations, and other partner teams to advocate for improvements
• Mentor and support other CSMs by sharing playbooks, coaching on complex scenarios, and helping raise the overall bar for quality and consistency in customer engagement

Requirements:

• You build strong, trust-based relationships with customers across electronic, virtual, and in-person formats, and you are comfortable engaging in executive-level conversations
• You are passionate about understanding clients' desired outcomes and partnering with them to reach those outcomes through technology, enablement, and process change
• You are passionate about technology, eager to deepen your product knowledge, and comfortable becoming a trusted resource for both customers and internal partners
• You are an articulate and engaging communicator—both in writing and as a presenter—who can tailor messaging to different audiences and drive alignment across stakeholders
• You are a focused, reliable, and self-directed problem-solver who can navigate ambiguity, use data to identify opportunities or risks, and drive complex workstreams to completion
• You bring 5+ years of experience in Customer Success, Account Management, Consulting, or a comparable client-facing role (preferably in a SaaS environment), including work with complex or strategic accounts, and a demonstrated track record of owning a book of business and driving activation, adoption, retention, and expansion
• You have experience leading initiatives, mentoring peers, or driving process improvements within a customer-facing team, and you are comfortable influencing without formal authority across cross-functional partners
• You have strong analytical skills and proficiency with common productivity tools (such as Google Workspace), and you can translate data and insights into clear actions and recommendations for customers and internal stakeholders
• You hold a bachelor's degree, or you bring equivalent work or military experience
• Here at Zillow, we value the experience and perspective of candidates with non-traditional backgrounds. We encourage you to apply if you have transferable skills or related experiences, even if you don't meet every requirement above