Senior Customer Success Manager, Showcase

About the team

Zillow’s Agent Software and Advertising org is a collection of software and advertising solutions that focus on providing services to all real estate agents, teams, and brokers to facilitate a seamless shopping and transaction experience for their clients. The team values delivering exceptional agent customer experiences and plays a critical role in bringing new agent customers onboard by establishing rapport, understanding agent needs, and addressing challenges. The Senior Customer Success Manager for Zillow Showcase plays a critical role in handling large, complex, and high spend accounts. This senior position takes on the responsibility of efficiently onboarding Brokerages using industry-leading implementation practices. The key focus of this role is to establish strong relationships with customers, ensure successful implementations that align with their specific expectations, and drive product adoption.

About the role

The Senior Customer Success Manager on our Enterprise team is responsible for a book of business comprising our larger, more complex customer relationships. They are expected to quickly build rapport; understand the agent’s business, goals and potential challenge; and advise our customers on best practices. This is accomplished by:

Being a Trusted Advisor 

• Serve as the day-to-day relationship lead for Showcase customers in our Enterprise segment

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

• Deliver subject matter expertise on Showcase (including media and marketing) 

• Tactfully address challenges and concerns while driving towards initial implementation

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

Driving Product Adoption

• Champion Zillow Showcase and related products and features to agents within your client’s brokerage

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

• Ensure implementation and adoption aligns with internal goals and customer goals

• Collaborating with Sales to determine renewal strategy and identify expansion opportunities

Influencing Strategies and Tactics

• Leverage tableau reporting, listing performance dashboard and agent rosters to demonstrate areas of opportunities for your customer

• Supporting your clients’ goals through accountability targets 

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

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, Maryland, Massachusetts, Nevada, New Jersey, New York, Vermont, Washington state, and Washington DC the standard base pay range for this role is $34.00 - $54.40 Hourly. This base pay range is specific to California, Colorado, Connecticut, Hawaii, Maryland, Massachusetts, Nevada, New Jersey, New York, Vermont, Washington state, and Washington DC 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 agent customers in a dynamic and changing real estate market. Requirements:

• Four-year degree or equivalent experience

• At least 5 years’ experience in a client-facing position (e.g.customer success, sales, business solutions, support) 

• 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