Senior Customer Success Manager, Enterprise

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.
We operate as one account team with Broker Development Sales, Implementation, Marketing, and Support, aligning around clear customer goals and long‑term partnership health.

About the role

The Senior Customer Success Manager owns a small portfolio of Zillow’s largest, multi‑office brokerage partners and is accountable for outcomes across Zillow Pro, Follow Up Boss, and Showcase. You are the strategic post‑sales owner for your book of business, using data, storytelling, and cross‑functional collaboration to drive adoption, retention, and expansion.

You’ll operate with substantial autonomy, navigate ambiguity, and bring creative, scalable solutions to a group of highly complex partners. 

What You’ll Do

You drive activation, adoption, and value across the full Agent Success product stack (Follow Up Boss, Zillow Pro, Showcase, and future offerings).

• Serve as the trusted advisor for a small portfolio of highly complex enterprise brokerage teams, driving adoption, retention, and growth across Showcase, Zillow Pro, Follow Up Boss, and future products.

• Build executive rapport with C-suite leaders to deeply understand their business models and integrate Zillow’s solutions into their long-term growth strategies and operational goals. 

• Create customized launches and ongoing adoption programs that drive listing utilization, CRM product adoption, and behavior change at scale through tailored marketing campaigns and enablement. 

• Tell clear, data‑backed stories using dashboards and reporting to translate performance into clear recommendations for executive audiences and agent adoption.

• Partner with internal cross‑functional account teams and advisors (Broker Development, Implementation, Support, Marketing, Product) to remove friction, resolve issues, and deliver a consistent, high‑quality customer experience as a united front.

• Protect and grow revenue by proactively managing health, renewal, and expansion opportunities, surfacing risk early and building plans to address it.

• Shape and improve CSM best practices by collaborating and refining CSM playbooks

• Travel selectively (up to ~20%) for zRetreats and high‑impact in‑market meetings, events, and sessions 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 partner behavior and driving long‑term value. Success in this role requires strong business judgment, the ability to influence your customers while maintaining relentless commitment to achieving  their goals.

You are energized by complex, rela