Strategic Customer Success Manager - Remote Leadership

Zillow Group Inc.; United States; Remote; USD 110,000 - 140,000; Full time

Job summary

Zillow Group Inc. is hiring a Manager, Customer Success – Strategic Segment to lead a high-impact team serving our largest, most complex agent customers across a multi-product portfolio including Showcase, Zillow Pro, and Follow Up Boss.

You will coach managers to build trusted relationships with senior stakeholders, create strategic account plans, and connect Zillow’s products to customers’ business priorities and growth goals. Travel about 20% of the time; this Remote role supports U.S.

Qualifications

• 7+ years in Customer Success, strategic account management, consultative sales, or related field within recurring-revenue software/advertising.
• 3+ years of people management leading CSMs or similar teams.
• Experience with strategic/enterprise customers across multiple stakeholders, products, or locations.
• Proven ability to drive adoption, retention, value, and expansion through structured account planning and value-based engagement.
• Strong executive presence and ability to coach others to communicate with senior stakeholders.
• Experience building multithreaded relationships and navigating complex organizations and priorities.
• Ability to connect multiple Zillow products into a cohesive customer strategy with measurable outcomes.

Responsibilities

• Lead and develop a team of Strategic Customer Success Managers for high-value, complex customers across Showcase, Zillow Pro, and Follow Up Boss.
• Establish a consistent operating rhythm with 1:1s, account reviews, risk reviews, and portfolio inspections to monitor outcomes and health.
• Coach CSMs to craft and execute comprehensive account plans linking priorities, objectives, product usage, stakeholders, risks and growth.
• Raise executive-level conversations with value-driven discovery and business reviews.
• Use Gong and other tools to identify patterns, provide feedback, and strengthen executive presence and follow-through.
• Ensure broad executive sponsorship across the customer organization and align with Sales on strategy and renewal/expansion.
• Coordinate with Support, Product, Marketing, and Operations to resolve complex needs and deliver a cohesive Zillow experience.
• Lead escalations with urgency, balancing immediate resolution and long-term relationship health.
• Translate customer insights into actionable themes and recommendations for Product, Sales, Marketing and leadership.

Skills

Leadership

Coaching

Account management

Executive presence

Strategic planning

Cross-functional leadership

Job description

Zillow Group Inc. is hiring a Manager, Customer Success – Strategic Segment to lead a high-impact team serving our largest, most complex agent customers across a multi-product portfolio including Showcase, Zillow Pro, and Follow Up Boss.

You will coach managers to build trusted relationships with senior stakeholders, create strategic account plans, and connect Zillow’s products to customers’ business priorities and growth goals. Travel about 20% of the time; this Remote role supports U.S.