About the role

The Customer Success Manager oversees a portfolio of Zillow’s customers across Zillow Pro, Follow Up Boss, and Showcase, delivering an elevated experience to agents, teams and brokerages. As the primary post-sales owner for your book of business, you leverage data, customer insights, and cross-functional collaboration to drive adoption, retention, and expansion across this full product suite.
By balancing onboarding, ongoing strategic reviews, and proactive account health
management, you ensure customers gain maximum value from their investment in Zillow’s offerings.

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 $33.90 - $54.10 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 $32.20 - $51.40 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

The Customer Success Manager will act as a trusted consultant, coach, and accountability partner to customers across multiple Zillow products. They are expected to build trust and value quickly; understand the agent’s business, goals, and potential challenges; and advise customers on best practices, workflows, and strategies that drive measurable business outcomes. This is accomplished by:
● Serve as the primary post-sales consultant for a portfolio of SMB/MM customers using Showcase, Follow Up Boss, and Zillow Pro, building trust and driving day-to-day success across the product suite.
● Lead onboarding, enablement, and early value realization, ensuring customers are successfully set up, activated, and seeing measurable progress within their first 90 days.
● Drive product adoption and behavior change through structured trainings, working sessions, and ongoing coaching that improve lead management, follow-up, and operational efficiency.
● Use data and best practices to guide customer strategy, translating product usage and performance insights into clear, actionable recommendations that improve core business metrics.
● Maintain account health and retention readiness, proactively identifying adoption gaps or risks and partnering with Sales to support renewals and expansion
opportunities.
● Collaborate closely with internal partners (Sales, Implementation, and Support) to deliver a consistent, high-quality customer experience and surface feedback that improves our products and services.

You are a customer-focused, outcome-driven professional who helps customers turn software into real business results through coaching, enablement, and clear accountability. You build trust quickly, ask strong discovery questions, and use data and best practices to guide customers toward better workflows, adoption, and performance. You are organized, coachable, and motivated to grow your impact—building the core skills needed to progress into more strategic and complex customer success roles.

This role requires a strong focus on customer success and product utilization in a dynamic and evolving real estate market. Requirements:
● Four-year degree or equivalent experience.
● 3–5 years experience in a client-facing role (e.g., customer success, sales, business solutions, account management) within a SaaS or technology environment
● Experience supporting a large volume book of business.
● Knowledge of the real estate industry and real estate technology is strongly preferred.
● Experience coaching customers on software and simplifying complex workflows for end users.
● Strong consultative skills with the ability to conduct discovery, identify opportunities, challenge customer beliefs, and coach toward customer outcomes.
● Tech-savvy with comfort navigating advanced SaaS tools, integrations, and data-driven use cases.
● Excellent communication and interpersonal skills with the ability to influence action.
● Demonstrated organizational and time management skills.
● Flexibility in scheduling to meet customer needs with short turnaround times
● Ability to manage projects with tight deadlines and shifting priorities.
● A growth mindset, adaptability to change, and a proactive, self-starting approach to work.
● Ability to work efficiently and effectively on cross-functional teams.