Technical API Success Manager (Remote)

Zillow Group; California (MO); Remote; USD 55,000 - 88,000; Full time

Benefits offered by this job

Remote work

Job summary

Zillow is seeking a Technical Customer Success Manager to own onboarding, implementation, and ongoing success of Media API customers. You will guide integrations from kickoff through launch, act as a technical escalation point, and collaborate across product, engineering, and support to drive adoption and reduce time-to-value.

You'll build repeatable processes, onboarding playbooks, and documentation to scale API support while partnering with Customer Success and Onboarding teams to ensure

Qualifications

• 2+ years of experience in Customer Success, Implementation, Solutions Engineering, or a similar customer-facing role.
• Hands-on experience working with REST APIs, webhooks, authentication methods, and integration workflows.
• Able to investigate and troubleshoot technical issues while clearly communicating findings, recommendations, and next steps.
• Comfortable working with both technical and non-technical stakeholders and translating complex concepts into clear, practical guidance.
• Strong project management and organizational skills, with the ability to manage multiple customer implementations and onboarding timelines simultaneously.
• Proactive and customer-focused, with strong critical thinking, problem-solving, and relationship-building skills.
• Able to collaborate effectively across Customer Success, Product, Engineering, Support, and other internal teams.
• Experience serving as a technical escalation point or supporting cross-functional teams through complex customer issues is preferred.
• Experience supporting a SaaS product with API or integration components is preferred.
• Experience creating API documentation, implementation resources, or technical how-to guides is preferred.
• Experience supporting technology or integration partners is preferred.
• Experience in real estate technology, marketplaces, or media-related workflows is preferred.

Responsibilities

• Lead end-to-end onboarding and implementation for Media API customers, from kickoff through successful go-live.
• Help customers translate their business requirements into effective API workflows, providing guidance on authentication, endpoints, webhooks, and integration best practices.
• Troubleshoot technical issues, identify root causes, and partner with Engineering, Product, and Support when additional expertise is needed.
• Own a portfolio of API customers, primarily within the Aryeo Lite segment, and serve as their primary point of contact throughout the customer lifecycle.
• Monitor customer health, API usage, and adoption to proactively identify risks, address barriers, and uncover opportunities for customers to receive greater value from the platform.
• Conduct periodic customer reviews when appropriate to align on business goals, integration performance, adoption, and opportunities for improvement.
• Serve as the primary relationship owner for integration partners using the Media API, supporting partner launches and maintaining strong ongoing relationships.
• Represent the voice of API customers and partners by gathering, synthesizing, and sharing feedback with Product and Engineering teams.
• Advocate for product and process improvements that reduce integration friction, improve customer outcomes, and increase the scalability of the Media API experience.
• Create and refine onboarding documentation, implementation playbooks, troubleshooting guides, and reusable customer resources.
• Serve as a technical escalation point for Customer Success and Onboarding team members managing complex API-related issues.
• Partner with Customer Success Managers to resolve technical challenges affecting adoption, customer health, or retention for Aryeo Pro customers.
• Enable internal teams through API training, documentation, and the sharing of technical best practices and common troubleshooting workflows.

Skills

REST APIs

Onboarding & implementation

Project management

Cross-functional collaboration

Customer-focused

Problem solving

Job description

Zillow is seeking a Technical Customer Success Manager to own onboarding, implementation, and ongoing success of Media API customers. You will guide integrations from kickoff through launch, act as a technical escalation point, and collaborate across product, engineering, and support to drive adoption and reduce time-to-value.

You'll build repeatable processes, onboarding playbooks, and documentation to scale API support while partnering with Customer Success and Onboarding teams to ensure