Remote Strategic Customer Success Manager – Enterprise Accounts

ZINC Zillow, Inc.; Idaho; Hybrid; USD 90,000 - 140,000; Full time

Job summary

Zillow is seeking a Manager, Customer Success - Strategic Segment to lead a high-impact team serving our largest agent customers across Showcase, Zillow Pro, and Follow Up Boss. You will coach, develop account plans, and connect Zillow products to customers’ growth goals, operating models, and priorities for measurable outcomes.

You will establish a consistent operating rhythm, manage complex books of business, and partner with Sales and cross-functional teams to expand adoption, retention, and

Qualifications

• 7+ years of experience in Customer Success, strategic account management, or related customer-facing roles.
• 3+ years of people management leading CS/SA teams.
• Experience supporting Strategic/ Enterprise customers with multiple stakeholders.

Responsibilities

• Lead and develop a team of Strategic Customer Success Managers for high-value customers across multiple product lines.
• Establish operating rhythm with 1:1s, reviews, risk and portfolio inspections to track outcomes.
• Coach CSMs to create account plans connecting customer priorities to product usage and growth.
• Elevate executive conversations with value-driven discovery, reviews, and strategic recommendations.
• Collaborate with Sales, Product, Support, Marketing, and Operations to deliver a cohesive Zillow experience.

Skills

Customer Success

Strategic account mgmt

People management

Executive presence

Cross-functional leadership

Multithreading

Gong

Tools

Gong

Job description

Zillow is seeking a Manager, Customer Success - Strategic Segment to lead a high-impact team serving our largest agent customers across Showcase, Zillow Pro, and Follow Up Boss. You will coach, develop account plans, and connect Zillow products to customers’ growth goals, operating models, and priorities for measurable outcomes.

You will establish a consistent operating rhythm, manage complex books of business, and partner with Sales and cross-functional teams to expand adoption, retention, and