Senior Customer Success Manager

Zillow is a leading real estate platform that helps customers navigate buying, selling, financing, and renting with greater ease. The Senior Customer Success Manager oversees a portfolio of key real estate partners, ensuring a first-class experience and driving adoption and retention across Zillow's product suite.

Responsibilities:

• Serve as the primary post‑sales consultant and trusted advisor for real estate professionals across Zillow Pro, Follow Up Boss, and Showcase
• Quickly build rapport with key stakeholders (broker/owners, team leads, operations, and top agents), understand their business objectives and challenges, and drive results through strategic, data-driven business reviews
• Facilitate onboarding and adoption across Zillow’s product suite partnering with Implementation to drive early customer success and engagement
• Leverage reporting to identify performance gaps and challenges, translating insights into actions that strengthen overall account health
• Coordinate with internal cross‑functional partners (Sales, Implementation, Marketing, Product, Support) to resolve issues and present a united, high‑quality experience to customers
• Travel (up to 20%) for zRetreats and in‑market meetings, events, and trainings 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 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
• Bachelor's degree or equivalent experience
• Knowledge of the real estate industry or adjacent SaaS/ad‑tech experience