Remote Manager, Customer Success – SMB/MM (Multi‑Product)

Zillow; United States; Remote; USD 77,000 - 124,000; Full time

Benefits offered by this job

Equity awards

Job summary

Zillow is seeking a Manager, Agent Success – SMB/MM to lead a high‑impact team focused on activation, adoption, and measurable outcomes for Small Business and Mid‑Market customers across our multi‑product portfolio. You will coach through data‑driven playbooks while partnering with Sales and Product to deliver a seamless, unified customer experience.

You’ll guide the team in building repeatable processes, monitoring health signals, and enabling growth with a culture of ownership and fast

Qualifications

• 5+ years in customer success, account management, or B2B sales with recurring revenue or subscription focus.
• Proven track record of driving adoption, retention, and growth through structured account plans.

Responsibilities

• Lead and develop a team of SMB/MM Customer Success Managers supporting West Region customers across Showcase, Zillow Pro, and Follow Up Boss.
• Create and own operating rhythms (1:1s, reviews, call listening) to monitor account health and drive action.
• Coach teams on value-driven discovery and conversations, delivering actionable feedback and tying growth to customer goals.
• Partner with Sales, Support, Marketing, and Product to define swimlanes and deliver a seamless customer experience.
• Use data to prioritize accounts, diagnose root causes, and translate insights into coaching and performance improvements.
• Hire, onboard, and develop talent, building a strong leadership bench in the West region.

Skills

People-first leader

Coaching

Analytical thinking

Change leadership

Cross-functional collaboration

Communication

Tools

Gong

Job description

Zillow is seeking a Manager, Agent Success – SMB/MM to lead a high‑impact team focused on activation, adoption, and measurable outcomes for Small Business and Mid‑Market customers across our multi‑product portfolio. You will coach through data‑driven playbooks while partnering with Sales and Product to deliver a seamless, unified customer experience.

You’ll guide the team in building repeatable processes, monitoring health signals, and enabling growth with a culture of ownership and fast