Customer Success Manager - job 1 of 2

About the team

Zillow's Agent Software and Advertising (ASA) organization partners with top real estate professionals to help them grow faster and operate smarter by enabling effective use of Zillow’s offerings to turn insights into action, drive results, and build lasting value.

Our bundled software solution brings together Zillow Pro, Follow Up Boss, and Showcase into a cohesive suite of tools that helps agent customers drive more transactions. Integrating these products, we deliver a seamless workflow and advertising experience that streamlines agent communication, enhances advertising reach, and optimizes every stage of the sales process from winning more listings to efficiently converting more leads.

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.

What You’ll Do

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.

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 $29.30 - $46.70 hourly. This base pay range is specific to these locations and may not be applicable to other locations.

In Colorado, Hawaii, Illinois, Minnesota, Nevada, Ohio, Rhode Island, and Vermont the standard base pay range for this role is $27.80 - $44.40 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

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.

Skills and Experience:

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

• Travel may be required up to approximately 20% of the time

Transferrable Skills:

Here at Zillow, we value the experience and perspective of candidates with non‑traditional backgrounds. We encourage you to apply if you have transferable skills or related experiences, even if you don’t meet every requirement above.

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.