Enterprise Customer Success Manager
关于团队 Zillow 的代理软件和广告组织是一个集软件和宣传解决方案，专注于为所有房地产经纪人，团队和经纪人提供服务，以促进客户的无购物和交易体验。该团队重视提供卓越的客户体验，并在吸引新客户，保留客户，建立定期序列和关系，了解客户需求，应对客户挑战，提供最佳实践指导以及推动上市/跨售机会方面发挥着关键作用。齐洛展览公司高级客户成功经理在处理大型，复杂和高支出账户方面发挥着关键作用。这个高级职位承担了使用行业领先的实施实践有效地调整中介企业的责任。该角色的主要重点是与客户建立牢固关系，确保符合他们的具体期望的成功实现，并推动产品采用。关于我们企业团队中的高级客户成就经理负责包括我们的更大，更复杂的客户关系的商务簿。他们预计会迅速建立联系；了解代理商的业务，目标和潜在挑战；并向客户提供最佳实践建议。这可以通过：作为可信任顾问 · 为我们的企业部门中的展示公司客户担任日常关系领导者 · 主持每月的商业评论讨论参与度，更新客户目标和分享业务或产品更新 · 在展览公司 （包括媒体和营销）上提供专业知识 · 谨慎地解决挑战和问题，同时推动初步实施 ·积极地咨询客户关于最佳实践，推系统和流程变化至关重要以实现客户结果 推动产品采用 · Champion Zillow Showcase 和相关产品和功能向客户经纪机构中的代理商 ·通过电话/网络或亲自互动为新用户提供培训课程 ·确保实施和采用与内部目标和客户目标一致 · 与销售合作确定更新战略并识别扩张机会影响策略和战术 ·利用表格报告，列出绩效仪表板和代理名单以展示机遇领域
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About the team
Zillow’s Agent Software and Advertising org is a collection of software and advertising solutions that focus on providing services to all real estate agents, teams, and brokers to facilitate a seamless shopping and transaction experience for their clients.
The team values delivering exceptional customer experiences and plays a critical role in onboarding new customers, retaining customers, establishing regular cadence and rapport, understanding customer needs, addressing customer challenges, providing best practice guidance, and driving upsell/cross-sell opportunities.
The Senior Customer Success Manager for Zillow Showcase plays a critical role in handling large, complex, and high spend accounts. This senior position takes on the responsibility of efficiently onboarding Brokerages using industry-leading implementation practices. The key focus of this role is to establish strong relationships with customers, ensure successful implementations that align with their specific expectations, and drive product adoption.About the role
The Senior Customer Success Manager on our Enterprise team is responsible for a book of business comprising our larger, more complex customer relationships. They are expected to quickly build rapport; understand the agent’s business, goals and potential challenge; and advise our customers on best practices. This is accomplished by:
Being a Trusted Advisor
- Serve as the day-to-day relationship lead for Showcase customers in our Enterprise segment
- Hosting monthly Business Reviews to discuss engagement, updated customer goals and share business or product updates
- Deliver subject matter expertise on Showcase (including media and marketing)
- Tactfully address challenges and concerns while driving towards initial implementation
- Proactively advise customers on best practices and recommend system and process changes that are essential for achieving customer outcomes
Driving Product Adoption
- Champion Zillow Showcase and related products and features to agents within your client’s brokerage
- Delivering training sessions to new users through phone/web-based or in-person interactions
- Ensure implementation and adoption aligns with internal goals and customer goals
- Collaborating with Sales to determine renewal strategy and identify expansion opportunities
Influencing Strategies and Tactics
- Leverage tableau reporting, listing performance dashboard and agent rosters to demonstrate areas of opportunities for your customer
- Supporting your clients’ goals through accountability targets
- Influencing future lifetime value through higher product adoption, retention and overall customer health scores
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.In Colorado, Hawaii, Illinois, Maine, Minnesota, Nevada, Ohio, Rhode Island, Vermont, and Virginia the standard base pay range for this role is $98,000.00 - $156,600.00 annually. The base pay range is specific to these locations and may not be applicable to other locations.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.Who you are
This role requires focus on the success of our Showcase agent customers in a dynamic and changing real estate market. Requirements:
- Four-year degree or equivalent experience
- At least 5 years’ experience in a client-facing position (e.g.customer success, sales, business solutions, support)
- Knowledge of the real estate industry preferred
- Strong communications and interpersonal skills
- Demonstrated organizational and time management skills
- Flexibility in scheduling to meet customer needs with short turnaround
- Ability to manage project completion with tight deadlines
- Ability to work efficiently and effectively on project teams
Get to know us
At Zillow, we’re reimagining how people move—through the real estate market and through their careers. As the most-visited real estate platform in the U.S., we help people 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 reshaping an industry and helping more people make home a reality.
How we work is a key part of that transformation. Through Cloud HQ, our strategic approach to distributed work, most employees have the flexibility to work from wherever they’re most productive—enabling us to move fast, stay connected and deliver on our people promise.
Zillow is honored to be recognized among the best workplaces in the U.S. Zillow was named one of FORTUNE 100 Best Companies to Work For® in 2026, and included on TIME’s America’s Best Companies 2026 list, reflecting our commitment to creating an innovative, inclusive, and engaging culture where employees are empowered to grow.
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.
Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. 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.
Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; 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. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Originally posted on Himalayas