Sr. Customer Success Manager

About the role

The Sr. 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.

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. U.S. employees may live in any of the 50 United States, with limited exceptions.

Responsibilities

• Drive adoption and value across the full Agent Success product stack: Zillow Pro, Follow Up Boss, and Showcase and any future offerings.
• 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.
• Able to work Eastern Time Zone hours to effectively support and stay responsive to your book of business.
• 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.
• Knowledge of the real estate industry or adjacent SaaS/ad-tech experience is preferred.
• Bachelor’s degree or equivalent experience.

Pay

• In California, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington DC the standard base pay range for this role is $40.00 - $63.80 hourly.
• In Colorado, Hawaii, Illinois, Maine, Minnesota, Nevada, Ohio, Rhode Island, Vermont, and Virginia the standard base pay range for this role is $38.00 - $60.60 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.
• Employees in this role will not be paid below the salary threshold for exempt employees in the state where they reside.