Associate Manager, Customer Success - Strat

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 customer experiences and plays a critical role in onboarding new customers, retaining customers, establishing regular cadence and rapport, understanding customer needs, addressing customer challenges, providing best practice guidance, and driving upsell/cross-sell opportunities.
As a Customer Success Team Associate Manager, your responsibility is to achieve business results through developing, coaching, and hiring successful Senior Customer Success Managers.

About the role

As the Associate Manager of Customer Success, you will lead a team of Senior Customer Success Managers overseeing some of Zillow’s most strategic customer relationships. You will consistently coach your team to concentrate on delivering significant value to our customers, resulting in enhanced success for them and increased retention and expansion for Zillow. You will foster a culture where outreach prioritizes customer outcomes over mere metrics; where onboarding focuses on achieving customer goals rather than conducting meetings; and where building rapport means creating strategic relationships that drive customer value.

Leading and Developing Your Team

• Mentor direct reports in workflows and customer interactions to enhance outcomes while identifying training needs and addressing gaps through available resources. 

• Analyze performance data and trends to advise business recommendations, forecast accurately, and handle subscription life cycles. 

• Drive accountability and performance through structured coaching and account management tactics while fostering a high-energy culture.

• Conduct regular 1:1s, team huddles, and skill development sessions to strengthen execution.

Meeting Performance Metrics

• Implement strategies to increase activation and product adoption, customer loyalty, retention, and customer satisfaction while actively setting and contributing to churn reduction tactics.

• Ensure the team is meeting or exceeding KPIs regularly and if not, design a plan to resolve any issues related to this.

• Collaborate closely with your direct manager to ensure that updates and priorities are clearly communicated to the team and efforts are aligned with the company's strategic goals.

Advocating for Your Team and Customers

• Identify process and system improvements that will help your team in their day-to-day work and resolving customer issues/potential risks, including escalations.

• Develop strong relationships and work alongside Sales, Support, Marketing and Product leads to advocate for the customer's perspective.

• Spotlight team members by celebrating positive customer interactions and sharing success stories that demonstrate overcoming challenges and a dedication to continuous improvement.

Customer & Market Expertise

• Establish deep understanding of Zillow’s Agent Software and Advertising (ASA) solutions and their value propositions.

• Stay informed on industry trends, competitor movements, and market conditions to help the team effectively position Zillow’s offerings.

• Drive multi-threaded engagement with key decision-makers, ensuring long-term strategic partnerships.

• Act as an executive sponsor for high-value accounts, supporting strategic negotiations when necessary.

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 $76,600.00 - $122,400.00 Annually. 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 fact