Senior Customer Success Manager, Showcase

About the teamZillow’s Agent Software and Advertising org is a collection of software and advertising solutions that focus on providing services to all real estate agents, teams, and brokers to facilitate a seamless shopping and transaction experience for their clients. The team values delivering exceptional agent customer experiences and plays a critical role in bringing new agent customers onboard by establishing rapport, understanding agent needs, and addressing challenges. The Senior Customer Success Manager for Zillow Showcase plays a critical role in handling large, complex, and high spend accounts. This senior position takes on the responsibility of efficiently onboarding Brokerages using industry-leading implementation practices. The key focus of this role is to establish strong relationships with customers, ensure successful implementations that align with their specific expectations, and drive product adoption.

About the role

The Senior Customer Success Manager on our Enterprise team is responsible for a book of business comprising our larger, more complex customer relationships. They are expected to quickly build rapport; understand the agent’s business, goals and potential challenge; and advise our customers on best practices. This is accomplished by:

Being a Trusted Advisor 

• Serve as the day-to-day relationship lead for Showcase customers in our Enterprise segment

• Hosting monthly Business Reviews to discuss engagement, updated customer goals and share business or product updates

• Deliver subject matter expertise on Showcase (including media and marketing) 

• Tactfully address challenges and concerns while driving towards initial implementation

• Proactively advise customers on best practices and recommend system and process changes that are essential for achieving customer outcomes

Driving Product Adoption

• Champion Zillow Showcase and related products and features to agents within your client’s brokerage

• Delivering training sessions to new users through phone/web-based or in-person interactions

• Ensure implementation and adoption aligns with internal goals and customer goals

• Collaborating with Sales to determine renewal strategy and identify expansion opportunities

Influencing Strategies and Tactics

• Leverage tableau reporting, listing performance dashboard and agent rosters to demonstrate areas of opportunities for your customer

• Supporting your clients’ goals through accountability targets 

• Influencing future lifetime value through higher product adoption, retention and overall customer health scores

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, Colorado, Connecticut, Hawaii, Maryland, Massachusetts, Nevada, New Jersey, New York, Vermont, Washington state, and Washington DC the standard base pay range for this role is $34.00 - $54.40 Hourly. This base pay range is specific to California, Colorado, Connecticut, Hawaii, Maryland, Massachusetts, Nevada, New Jersey, New York, Vermont, Washington state, and Washington DC 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.

Who you are

This role requires focus on the success of our Showcase agent customers in a dynamic and changing real estate market. Requirements:

• Four-year degree or equivalent experience

• At least 5 years’ experience in a client-facing position (e.g.customer success, sales, business solutions, support) 

• Knowledge of the real estate industry preferred

• Strong communications and interpersonal skills

• Demonstrated organizational and time management skills

• Flexibility in scheduling to meet customer needs with short turnaround

• Ability to manage project completion with tight deadlines

• Ability to work efficiently and effectively on project teams

Transferable Skills:

We encourage you to apply if you have transferable skills or related experiences.

Get to know us

Zillow is reimagining real estate to make home a reality for more and more people.

As the most-visited real estate website in the United States, Zillow® and its affiliates help movers find and win their home through digital solutions, first class partners, and easier buying, selling, financing and renting experiences. Millions of people visit Zillow Group sites every month to start their home search, and now they can rely on Zillow to help make it easier to move. The work we do helps people get home and no matter what job you're in, you will play a critical role in making home a reality for more and more people.

Our efforts to streamline the real estate transaction are supported by a deep-rooted culture of innovation, our passion to redefine the employee experience, a fundamental commitment to Equity and Belonging, and world-class benefits. These benefits include comprehensive medical, dental, vision, life, and disability coverages as well as parental leave, family benefits, retirement contributions, and paid time off. We’re also setting the standard for work experiences of the future, where our employees are supported in doing their best work and living a flexible, well-balanced life. But don’t just take our word for it. Read recent reviews on Glassdoor and recent recognition from multiple organizations, including: the 100 Best Companies to Work For, Glassdoor Employees’ Choice Award, Bloomberg Gender-Equality Index, Human Rights Campaign (HRC) Corporate Equity Index, and TIME 100 Most Influential Companies list.

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.

Applicants who receive job offers from Zillow Group will be asked to sign a Proprietary Rights Agreement which includes confidentiality, intellectual property assignment, customer and employee non-solicitation, and non-competition provisions. If you are contacted for a role at Zillow Group and wish to review a copy of the Proprietary Rights Agreement prior to receiving an offer, you may request a copy from your Recruiter.