Senior customer success manager (managed service)

Zillow's Agent Software and Advertising (ASA) organization partners with top real estate professionals to help them grow faster and operate smarter by enabling effective use of Zillow's offerings to turn insights into action, drive results, and build lasting value.Our bundled software solution brings together Zillow Pro, Follow Up Boss, and Showcase into a cohesive suite of tools that helps agent customers drive more transactions. Integrating these products, we deliver a seamless workflow and advertising experience that streamlines agent communication, enhances advertising reach, and optimizes every stage of the sales process from winning more listings to efficiently converting more leads.Customer Success Manager oversees a portfolio of Zillow's key real estate partners across Zillow Pro, Follow Up Boss, and Showcase, delivering a first class experience to agents, teams and brokerages. As the primary, post‐sales owner for your book of business, you leverage data and customer insights to drive activation, adoption, retention, and expansion across this full product suite.You operate with a high degree of ownership, developing and conducting strategic coaching sessions, managing client relationships and implementing scalable best practices that raise the bar across the broader CSM organization.You will drive adoption and value across the full Agent Success product stack: 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 z Retreats and in‐market meetings, events, and trainings where in‐person engagement meaningfully advances customer outcomes.This role has been categorized as a Remote position. "Remote" employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice, which must be identified to the Company. S. employees may live in any of the 50 United States, with limited exceptions.In California, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington DC the standard base pay range for this role is $34.40 - $55.00 hourly. In Colorado, Hawaii, Illinois, Minnesota, Nevada, Ohio, Rhode Island, and Vermont the standard base pay range for this role is $32.70 - $52.30 hourly. In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location. Actual amounts will vary depending on experience, performance and location. You are strategic and outcome‐focused, delivering measurable results while shaping customer behavior and driving long‐term value. Success in this role requires the ability to quickly build rapport, exercise strong business judgment, influence customers in your book of business, and demonstrate an unwavering commitment to achieving your customers' goals.You are energized by working with high‐value, multi‐stakeholder accounts and thrive in executive‐level strategic conversations. You combine strong customer insights with data, clear communication, and disciplined follow‐through.customer success, account management, sales, or consulting) at a Saa S or technology company, managing a strategic or complex portfolio of accounts.~ Experience coaching, motivating, and challenging business owners and teams on best practices within Saa S 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.As the most-visited real estate platform in the U.we help customers navigate buying, selling, financing and renting with greater ease and confidence. Whether you're working in tech, sales, operations, or design, you'll be part of a company that's reshaping an industry and helping more people make home a reality.No matter where you sit in the organization, your work will help drive innovation, support our customers, and move the industry—and your career—forward, together.We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please contact your recruiter directly.Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state and local law.communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company's reputation.