Senior Customer Success Manager

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

The Sr. Customer Success Manager oversees a portfolio of Zillow’s key real estate partners across Zillow Pro, Follow Up Boss, and Showcase, delivering a first class experience to agents, teams and brokerages. As the primary, post‑sales owner for your book of business, you leverage data and customer insights to drive activation, adoption, retention, and expansion across this full product suite.

You operate with a high degree of ownership, developing and conducting strategic coaching sessions, managing client relationships and implementing scalable best practices that raise the bar across the broader CSM organization. 

What You’ll Do

You will drive adoption and value across the full Agent Success product stack: Zillow Pro, Follow Up Boss, and Showcase and any future offerings. 

• Serve as the primary post‑sales consultant and trusted advisor for real estate professionals  across Zillow Pro, Follow Up Boss, and Showcase.

• Quickly build rapport with key stakeholders (broker/owners, team leads, operations, and top agents), understand their business objectives and challenges, and drive results through strategic, data-driven business reviews. 

• Facilitate onboarding and adoption across Zillow’s product suite partnering with Implementation to drive early customer success and engagement.

• Leverage reporting to identify performance gaps and challenges, translating insights into actions that strengthen overall account health.

• Coordinate with internal cross‑functional partners (Sales, Implementation, Marketing, Product, Support) to resolve issues and present a united, high‑quality experience to customers.

• Travel (up to 20%) for zRetreats and in‑market meetings, events, and trainings where in‑person engagement meaningfully advances customer outcomes.

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 $34.40 - $55.00 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 $32.70 - $52.30 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

You are strategic and outcome‑focused, delivering measurable results while shaping customer  behavior and driving long‑term value. Success in this role requires the ability to quickly build rapport, exercise strong business judgment, influence customers in your book of business, and demonstrate an unwavering commitment to achieving your customers’ goals. 

You are energized by working with high‑value, multi‑stakeholder accounts and thrive in executive‑level strategic conversations. You combine strong customer insights with data, clear communication, and disciplined follow‑through.

Experience

• 5+ years in a client‑facing role (e.g., customer success, account management, sales, or consulting) at a SaaS or technology company, managing a strategic or complex portfolio of accounts.

• Focused, reliable self‑start