Senior Customer Success Manager

Zillow Group; United States; Remote; USD 54,000 - 91,000; Full time

Benefits offered by this job

Equity awards

Job summary

Zillow Group is seeking a Senior Customer Success Manager to own strategic, high-value accounts remotely across the United States. You will guide onboarding, training, and ongoing adoption, becoming a trusted advisor to drive retention and expansion.

You’ll coordinate with Sales, Support, Product, and Engineering to ensure each customer derives lasting value from Aryeo, while leading executive reviews and risk mitigation across your book.

Qualifications

• Bachelor’s degree in Business, Marketing, Communications, or a related field.
• 5+ years of experience in account management, customer success, or closely related client-facing role.
• Proven track record managing a book of high-value accounts and meeting retention targets.
• Experience coordinating issue resolution and supporting renewals.
• Strong technical aptitude with evolving software and problem solving.

Responsibilities

• Own long-term relationships with Aryeo's largest customers.
• Lead onboarding, training, and successful launches for new accounts.
• Drive adoption, account health, and retention across your book of business.
• Lead executive-level conversations and business reviews with customers.
• Identify risks early, build remediation plans, and coordinate cross-functional teams to deliver value.
• Manage cancellations and escalations with care to minimize churn.
• Deliver proactive training and guidance on best practices to maximize Aryeo usage.

Skills

Account management

Customer success

Executive communications

Risk monitoring

Time management

Cross-functional collaboration

Education

Bachelor’s degree in Business, Marketing, Communications, or related field

Job description

About the team

The Aryeo Customer Success team partners with real estate media companies throughout their customer journey, from onboarding and launch through ongoing adoption and growth. We help customers get the most value from Aryeo by understanding their goals, providing strategic guidance, and proactively addressing risks and opportunities. The team collaborates closely with Sales, Support, Product, Engineering, and other cross‑functional partners to deliver a consistent customer experience, strengthen long‑term relationships, and ensure customer feedback informs how Aryeo continues to evolve.

About the role

As a Senior Customer Success Manager, you'll own the long‑term relationships with Aryeo's largest and most strategic customers. You'll receive new accounts directly from Sales, build a tailored onboarding plan for each customer, and lead their onboarding and training through a successful launch. Once a customer launches, you become their trusted advisor, driving adoption, account health, and retention across your book of business. You'll lead executive‑level conversations, spot risk before it becomes churn, and partner with Sales, Support, Product, and Engineering so every customer gets lasting value from Aryeo. You will get to Coordinate onboarding, configuration, and ongoing operational support across internal teams to deliver a smooth experience. Lead day‑to‑day relationship management for an Enterprise book of business. Manage up to 75 high‑value, and strategic accounts as the primary point of contact, Lead Executive Business Reviews: Reviewing results, aligning on goals, and recommending the next steps that drive value. Monitor health signals across your book, identify risk early, build plans to address it, and notify leadership promptly about any account at risk of cancellation. Manage cancellations and escalations with care. Handle cancellation requests and customer concerns tactfully, working to reduce escalations and complaints across your accounts. Drive adoption and engagement. Conduct proactive outreach, deliver training, and advise customers on best practices and the system and process changes that help them get more out of Aryeo.

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 $41.30 - $65.90 hourly. This base pay range is specific to these locations and may not be applicable to other locations. In Colorado, Hawaii, Illinois, Maine, Minnesota, Nevada, Ohio, Rhode Island, Vermont, and Virginia the standard base pay range for this role is $39.20 - $62.60 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

Bachelor’s degree in Business, Marketing, Communications, or a related field.

5+ years of experience in account management, customer success, or a closely related client‑facing role.

Proven track record managing a book of high‑value accounts and meeting retention and account health targets.

Experience handling a portfolio of accounts with varying needs, including coordinating issue resolution and supporting renewals.

Strong technical aptitude, with the ability to master software that is constantly evolving and creatively solve complex problems within it.

Experience leading executive‑level business reviews and strategic customer conversations.

Skill at using health data and customer signals to spot risk early and turn around at‑risk accounts.

Excellent communication and interpersonal skills, including building rapport quickly and handling difficult conversations with tact.

Strong organization and time management skills, with the ability to balance competing priorities and tight deadlines.

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 is honored to be recognized among the best workplaces in the U.S. 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. 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.