Manager, Customer Success

About the team

Zillow's Agent Software and Advertising (ASA) organization partners with top real estate professionals to help them grow faster and operate smarter by enabling effective use of Zillow’s offerings to turn insights into action, drive results, and build lasting value. 

Our bundled software solution brings together Zillow Pro, Follow Up Boss, and Showcase into a cohesive suite of tools that helps agent customers drive more transactions. Integrating these products, we deliver a seamless workflow and advertising experience that streamlines agent communication, enhances advertising reach, and optimizes every stage of the sales process from winning more listings to efficiently converting more leads.

About the role

In this role, you’ll lead a high‑impact team of Customer Success Managers focused on driving activation, adoption, and measurable outcomes for Small Business and Mid-Market customers across our multi‑product portfolio (Showcase, ZillowPro, & Follow Up Boss) You’ll combine hands-on coaching with strong operational rigor by building repeatable plays, running call reviews that turn patterns into actionable coaching, and monitoring clear account health signals to help your team improve week over week. As Manager, Agent Success – SMB/MM, you’ll also be a visible change leader — helping your team navigate new products, playbooks, and processes while partnering closely with Sales and cross‑functional stakeholders to show up as one Zillow to our customers.

What You’ll Do:

• Lead and develop a team of SMB/MM Customer Success Managers supporting West Region customers across Showcase, Zillow Pro, and Follow Up Boss — driving activation, product adoption, retention, and expansion.

• Build and own an operating rhythm (1:1s, business‑of‑book reviews, call listening, inspection meetings) that makes account health, risks, and next steps simple to inspect and easy to act on.

• Coach your team on value‑driven discovery and calls — using Gong and other tools to raise the quality of conversations,deliver clear, actionable feedback, tie our full growth stack to customer goals, and ensure clear next steps on every interaction.

• Partner with Sales, Support, Marketing, and Product to define clear swimlanes, run joint pipeline/account reviews, and deliver a seamless, “one‑team” customer experience.

• Use data and insights (e.g., performance trends, utilization, program metrics) to prioritize accounts, diagnose root causes, and translate those insights into targeted coaching, recognition, and performance management.

• Hire, onboard, and develop talent — raising the bar on ownership, prioritization and decision marketing, and leadership potential within the West region and building a strong bench of future leaders.

• Be part of building what’s next: step into a culture that rewards ownership and ideas—bring a point of view, test it, learn fast, and improve it. You’ll join a team that collaborates in the open, makes decisions, and moves—then iterates based on what we learn.

• Travel: Approximately 20% of your time for internal events (such as on-site leadership meetings, annual kick-off) and on‑site client or conference visits.

• Must be available to work Pacific Time (PST/PDT) or Mountain Time (MST/MDT) hours and travel to the West Region.

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 $77,400.00 - $123,600.00 annually. 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 $73,500.00 - $117,500.00 annually. 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

You’re a people-first leader who ea