Senior Customer Success Manager

About the team

ShowingTime+ is a collection of brands and software solutions that focus on providing services to all real estate agents, teams, and brokers to facilitate a seamless shopping and transaction experience for their customers. ShowingTime+ is part of Zillow Group, whose mission is to give people the power to unlock life’s next chapter.
The team values delivering exceptional customer experiences and plays a critical role in bringing new customers onboard by establishing rapport, understanding customer needs, and addressing challenges.
The Senior Customer Success Manager at Listing Showcase plays a critical role in handling large, complex, and high spend accounts. This senior position takes on the responsibility of efficiently onboarding customers using industry-leading implementation practices. The key focus of this role is to establish strong relationships with customers, drive successful implementations that align with their specific expectations, and encourage product adoption.

About the role

 The Senior Customer Success Manager at Listing Showcase is responsible for the ownership of our larger, more complex customer relationships. They are expected to quickly build rapport, understand potential challenges and advise our customers on best practices. This is accomplished by:

• Establishing immediate rapport and connection, quickly understand customer’ needs, and tactfully address challenges and concerns while driving the implementation forward

• Serving as the primary point of contact for clients throughout the customer journey, owning a book of business comprising of our larger and more complex customers

• Acting as a subject matter expert and advocate for Listing Showcase, ensuring that implementation and adoption aligns with customers’' specific expectations

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

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

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

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

• Leading or representing the Customer Success team in collaboration efforts with other internal teams to determine renewal strategy and identify expansion opportunities

Providing valuable guidance and support to train and mentor new team members.  

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. Employees may live in any of the 50 US States, with limited exceptions. In certain cases, an employee in a remote-designated job may need to live in a specific region or time zone to support customers or clients as part of their role.

In California, Colorado, Connecticut, Nevada, New York and Washington the standard base pay range for this role is $34.65 - $55.35 Hourly. This base pay range is specific to California, Colorado, Connecticut, Nevada, New York and Washington 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 customers in a dynamic and changing real estate market. Requirements:

• Four-year degree or equivalent experience

• Listing Showcase experience a plus

• At least 5 years’ experience in a client-facing position; customer success, prior implementation, project management or business to business sales experience is a plus

• 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

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 Zi