Enterprise Customer Success Manager

Zillow Group Inc.; United States; Remote; USD 98,000 - 157,000; Full time

Benefits offered by this job

Equity awards

Job summary

Zillow Group Inc. is seeking a Senior Customer Success Manager for the Enterprise team to manage a book of large, complex Showcase customers. You will quickly build rapport, understand each brokerage’s goals, and advise on best practices to drive adoption and retention.

You’ll host monthly business reviews, deliver product expertise, coordinate with Sales on renewals and expansions, and lead training sessions to ensure successful implementations across remote teams.

Qualifications

• 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.

Responsibilities

• Serve as the day-to-day relationship lead for Showcase customers in our Enterprise segment.
• Host monthly Business Reviews to discuss engagement, updated customer goals and 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 for outcomes.
• Drive Product Adoption and champion Zillow Showcase to agents within client brokerages.
• Deliver training sessions to new users through phone/web-based or in-person interactions.
• Ensure implementation and adoption aligns with internal and customer goals.
• Collaborating with Sales to determine renewal strategy and identify expansion opportunities.

Skills

Client-facing exp

Real estate knowledge

Strong communication

Time management

Scheduling flexibility

Project management

Teamwork

Education

Four-year degree or equivalent experience

Job description

About the team

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 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.

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.

At Zillow, flexibility isn’t a perk - it’s how we work. Cloud HQ is our distributed work model, built on trust, clear systems, and the belief that you can do great work from wherever you are. It’s not about where you work. It’s about moving forward - together.

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.