Manager, Customer Success - Enterprise

About The Team

Zillow’s Agent Software and Advertising org is a collection of software and advertising solutions focusing on real estate agents, teams, and brokers. The team values delivering exceptional customer experiences and plays a critical role in onboarding, retaining, and expanding customer relationships.

About The Role

As the Manager of Enterprise Customer Success, you will lead a team of Senior Customer Success Managers overseeing Zillow’s largest and most complex customer relationships. Your focus will be on developing and coaching your team to deliver exceptional value, drive customer retention and expansion, and foster a culture where customer outcomes are prioritized.

Lead and Develop a High-Performing Team

• Mentor and coach Senior Customer Success Managers, guiding their strategic thinking and customer engagement through regular 1:1s, team huddles, and skill development sessions.
• Analyze team performance and book of business trends to provide business recommendations, accurate forecasting, and resource planning.
• Drive customer outcomes and performance by implementing strategies to increase product adoption, customer activation, retention, and satisfaction, while proactively addressing churn risks.
• Collaborate closely with Sales and other internal partners to align on customer goals, share insights, and drive unified account strategies.

Who you are

• 5+ years of experience in Customer Success or a related client-facing role, with a proven track record of driving customer outcomes both 1:1 and at scale.
• At least 3 years of people management experience, including mentoring, developing, and holding team members accountable to high standards.
• Demonstrated success in growing, operationalizing, and leading high-performing teams in fast-paced, evolving environments.
• Experience exceeding goals and driving measurable results for both customers and the business.
• A high expectations for yourself and others, with a commitment to continuous improvement and excellence.
• Industry experience in real estate, mortgages, or online marketplaces strongly preferred.
• Skilled at building and maintaining relationships with C-level executives, leading strategic conversations that advance business objectives.
• Detail-oriented and organized, able to manage complex books of business and ensure effective account inspection at scale.
• Able to coach team members to focus on driving outcomes and outputs, not just activity metrics or process adherence.
• Proactive in identifying what’s needed to move customers forward on their success journey and empowering your team to do the same.
• Comfortable navigating ambiguity and change, and able to lead teams through organizational growth and transformation.
• Customer Success certifications or coursework are a plus.