Customer Success Manager, Follow Up Boss

About the team

Follow Up Boss is a best-in-class CRM focused on helping real estate teams build more successful businesses by getting organized, engaging their leads, and creating accountability to drive results.
Do you want to join a passionate team that works hard to deliver real results for its customers? Customer Success is central to our business as this role helps our customers set up and implement strategies to drive more business for them and their teams.

About the role

The daily responsibilities in this role include, but are not limited to:

• Your #1 priority will be to help our customers be successful with our product (& ultimately their business), and help them get optimally set up and activated within their first 90 days of being a customer.

• You’ll become a keen, hardworking authority in all things related to real estate lead generation, lead conversion, sales optimization and customer service.

• You’ll call, text and email new customers proactively to make sure they are on the road to success.

• You’ll help our customers implement strategies and tools that lead to business results. It’s one part identifying clear and actionable goals and another part achieving them. Rinse and repeat.

• You’ll host kickoff calls, training sessions and ongoing strategy sessions via Zoom to make sure customers are getting the most they can out of the system - we call these strategy sessions because we focus on uncovering the biggest opportunities for our customers vs. product click throughs.

• You’ll own the relationship with key accounts, conducting regular check-ins, and crafting and cultivating rapport as their trusted advisor.

• You’ll look for opportunities to build raving fans by connecting them with the best tools, education and community resources we have. When our customers share the value they are getting with others, everybody wins!

• You’ll supervise accounts to ensure that our customers are thrilled, and looking out for (and addressing) warning signs of churn.

• You’ll advocate customers’ requests and needs across the entire company.

• You’ll educate customers about newly released features and functionality and how these tools can build new value (ahem, money or time) for them.

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, Nevada, New York and Washington the standard base pay range for this role is $27.80 - $44.40 Hourly. This base pay range is specific to California, Colorado, Connecticut, Hawaii, 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 is for you if:

• Willing to learn and adapt all of the time.

• A people person who is able to build rapport instantly.

• A problem solver who knows how to take a consultative approach to find the best solution.

• Tech-savvy and efficient with SaaS applications. You’re not afraid to talk shop when it comes to integrating tech stacks.

• A self-starter who can take initiative on new projects and ideas and run with them.

• Patient, insightful and having a good sense of humor. You see challenges not as obstacles but as opportunities.

Our ideal candidate has these top qualities and qualifications:

• 3-5 years experience in a customer-facing success role working with enterprise-level accounts at a SAAS company.

• Real estate experience is not required but is helpful.

• Internal drive and hustle; we adapt quickly and help a lot of people. We are always thinking about how we can do more with less vs. the other way around.

• Superb written and verbal skills are crucial (with a professional yet fun demeanor).

• Based in the USA, with a home office with fast internet that is free from distraction.

• A growth mindset and hunger to always do your best work.

• Remote work experience is considered an asset.

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