Customer Success Manager, Follow Up Boss

About the team

Join a passionate, results-driven team dedicated to empowering real estate professionals. We deliver best-in-class software and advertising solutions that help agents, teams, and brokers build successful businesses. Our focus is on organization, lead engagement, accountability, and creating seamless shopping and transaction experiences for clients. Customer Success is central to our mission, playing a key role in onboarding new customers, building rapport, understanding unique needs, and driving ROI optimization and growth.

About the role

As a Customer Success Manager (CSM), you will be the primary point of contact and a trusted strategic partner for a diverse portfolio of real estate professionals. You will guide customers in adopting new tools and workflows, unlocking opportunities for growth and efficiency on our platform. Your expertise and coaching will give our customers a competitive edge in a dynamic real estate market.

You Will Get To

• Act as a trusted advisor and coach, building strong relationships with key accounts through regular check-ins.

• Serve as the primary consultant on our real estate technology platform, providing expertise on integrations and tools.

• Demonstrate how our solutions drive business growth, focusing on lead generation, conversion, sales optimization, and customer service.

• Host regular Business Reviews to discuss product engagement, customer goals, and share relevant updates.

• Ensure successful product implementation and adoption aligned with customer and internal goals.

• Support agents through onboarding, motivating them and coaching them on how to use our product to get results: more conversations, more appointments and more transactions.

• Collaborate with cross-functional teams to provide feedback, improve products, and identify renewal or expansion opportunities.

• Translate product insights and data into actionable strategies, coaching customers toward improved results.

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 $29.30 - $46.70 hourly. This base pay range is specific to these locations and may not be applicable to other locations. In Colorado, Hawaii, Illinois, Minnesota, Nevada, Ohio, Rhode Island, and Vermont the standard base pay range for this role is $27.80 - $44.40 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

• 3+ years in a customer-facing success, sales, or support role, ideally with SaaS and strategic accounts.

• Adaptable learner, eager to embrace change in a dynamic environment.

• Strong communicator with excellent interpersonal skills.

• Consultative and curious, skilled at discovery and advising on best practices.

• Tech-savvy, comfortable with SaaS applications and complex integrations.

• Proactive self-starter with strong project and time management skills.

• Problem solver who views challenges as opportunities for growth.

• A background in real estate, and real estate technology is highly desirable.

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 pla