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. What You'll Do: You will 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.

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 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. This base pay range is specific to these locations and may not be applicable to other locations. 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. 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

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.

• 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.

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 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.

Zillow is honored to be recognized among the best workplaces in the country. Zillow was named one of FORTUNE 100 Best Companies to Work For® in 2025, and included on the PEOPLE Companies That Care® 2025 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.