Enterprise Customer Success Manager - Dotloop

Zillow is a leading real estate platform that empowers people to navigate their real estate journeys. The Enterprise Customer Success Manager will act as a strategic partner for brokerage and team customers, driving customer satisfaction, retention, and expansion while mentoring other team members.

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:

• 5+ years of experience in Customer Success, Account Management, Consulting, or a comparable client-facing role (preferably in a SaaS environment)
• Experience with complex or strategic accounts
• Demonstrated track record of owning a book of business and driving activation, adoption, retention, and expansion
• Experience leading initiatives, mentoring peers, or driving process improvements within a customer-facing team
• Comfortable influencing without formal authority across cross-functional partners
• Strong analytical skills and proficiency with common productivity tools (such as Google Workspace)
• Ability to translate data and insights into clear actions and recommendations for customers and internal stakeholders
• Bachelor's degree or equivalent work or military experience