Customer Success Manager

Zillow is a leading real estate platform aiming to help customers navigate the real estate market with ease. The Customer Success Manager will oversee a portfolio of customers, ensuring they gain maximum value from Zillow’s offerings through onboarding, strategic reviews, and proactive account management.

Responsibilities:

• 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

Requirements:

• 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