Customer Success Manager

About the Role

The 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. The 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, Zillow delivers a seamless workflow and advertising experience that streamlines agent communication, enhances advertising reach, and optimizes every stage of the sales process.

As a Customer Success Manager, you will act as a trusted consultant, coach, and accountability partner to customers across multiple Zillow products. You will 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.

What You Will Do

• 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 Zillow's products and services
• Develop and maintain a deep understanding of Zillow's products and services, staying up-to-date on new features and releases
• Identify opportunities to upsell and cross-sell Zillow's products and services, driving revenue growth and expansion
• Build strong relationships with key decision-makers and influencers within customer organizations, ensuring that Zillow's products and services meet their evolving needs
• Develop and execute customized success plans for each customer, tailoring Zillow's products and services to meet their unique goals and objectives

What We Are Looking For

• 3+ years of experience in customer success, account management, or a related field, with a proven track record of driving growth and retention
• Strong understanding of the real estate industry, including trends, challenges, and opportunities
• Excellent communication, interpersonal, and problem-solving skills, with the ability to build strong relationships with customers and internal stakeholders
• Strong analytical and data-driven decision-making skills, with experience using data to inform customer strategy and drive business outcomes
• Proficiency in Excel and other Microsoft Office applications, with experience using CRM systems and other customer success tools
• Strong business acumen, with a deep understanding of sales, marketing, and customer success principles
• Ability to work independently and as part of a team, with a strong focus on collaboration and teamwork
• Experience working with cross-functional teams, including sales, marketing, and product development
• Strong time management and organizational skills, with the ability to prioritize multiple tasks and projects

Nice to Have

• Experience working with real estate agents, teams, and brokerages, with a deep understanding of their unique needs and challenges
• Knowledge of Zillow's products and services, including Zillow Pro, Follow Up Boss, and Showcase
• Experience with customer success platforms, such as Gainsight or Totango
• Certification in customer success, such as CSM or CCS
• Experience working in a remote or distributed team environment, with a strong focus on self-motivation and discipline

Benefits and Perks

• Competitive base salary and equity awards, with opportunities for career growth and professional development
• Comprehensive benefits package, including medical, dental, and vision insurance, as well as 401(k) matching and paid time off
• Flexible work arrangements, including remote work options and flexible hours
• Opportunities for professional development and growth, including training, mentorship, and education assistance
• Access to the latest technology and tools, including MacBooks, software, and other equipment
• Collaborative and dynamic work environment, with a strong focus on teamwork and communication
• Recognition and reward programs, including bonuses, awards, and public recognition
• Access to Zillow's products and services, including Zillow Pro, Follow Up Boss, and Showcase
• Opportunities to attend industry events and conferences, including real estate and customer success conferences

• Tip: Develop a strong understanding of the real estate industry, including trends, challenges, and opportunities, to increase your chances of success in this role.
• Be prepared to discuss your experience with customer success, account management, and related fields, and how you can apply your skills and knowledge to drive growth and retention at Zillow.
• Make sure your resume and online profiles are up-to-date and highlight your relevant experience and skills, including proficiency in Excel and other Microsoft Office applications.
• Practice your communication and interpersonal skills, as building strong relationships with customers and internal stakeholders is critical to success in this role.
• Research Zillow's products and services, including Zillow Pro, Follow Up Boss, and Showcase, to demonstrate your knowledge and interest in the company and role.
• Be prepared to discuss your experience working with cross-functional teams, including sales, marketing, and product development, and how you can collaborate effectively with internal stakeholders to drive business outcomes.
• Consider obtaining certification in customer success, such as CSM or CCS, to demonstrate your expertise and commitment to the field.