Senior Customer Success Manager, Enterprise, Showcase

About the team

Zillow’s Agent Software and Advertising (ASA) organization delivers a suite of software and advertising solutions designed to support real estate agents, teams, and brokers. The team is dedicated to providing exceptional customer experiences and plays a pivotal role in onboarding new customers, retaining existing ones, establishing regular communication, understanding customer needs, addressing challenges, offering best practice guidance, and driving upsell and cross-sell opportunities.

About the role

The Senior Customer Success Manager, Enterprise for Zillow Showcase is responsible for managing a portfolio of the largest, most complex, and high-spend accounts. This senior-level position is focused on efficiently onboarding strategic accounts using industry-leading implementation practices. The primary objective is to build strong customer relationships, ensure successful implementations aligned with customer expectations and goals, and drive product adoption.

Key Responsibilities:

Relationship Management & Trusted Advisor

• Serve as the primary relationship lead for Showcase customers, acting as a trusted advisor and advocate.

• Lead monthly Business Reviews to evaluate customer engagement, revisit and align on evolving business goals, and share relevant product updates and business developments.

• Provide subject matter expertise on Showcase, including media, marketing strategies, and best practices from top-performing teams.

• Proactively recommend system and process improvements essential to achieving customer outcomes.

• Address and resolve customer challenges thoughtfully, ensuring alignment with both near-term needs and long-term strategic goals.

• Support customers from initial implementation through ongoing success, with a focus on driving measurable results.

Driving Product Adoption

• Champion Zillow Showcase and related products and features to agents within client teams or brokerages.

• Conduct training sessions for new users via phone, web-based, or in-person interactions.

• Ensure implementation and adoption align with the customer’s strategy, objectives, and business goals.

• Collaborate with Sales to determine renewal strategies and identify expansion opportunities.

Influencing Strategies and Tactics

• Leverage Tableau reporting, listing performance dashboards, and agent rosters to highlight areas of opportunity for customers.

• Support client goals by setting accountability targets, celebrating wins, and navigating milestones together throughout the Showcase journey.

• Enhance future lifetime value by driving higher product adoption, reducing retention risk, and boosting overall customer health scores.

Customer & Market Expertise

• Develop a deep understanding of Zillow’s ASA solutions and their value propositions.

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

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, Illinois, Maryland, Massachusetts, Minnesota, Nevada, New Jersey, New York, Rhode Island, 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, Illinois, Maryland, Massachusetts, Minnesota, Nevada, New Jersey, New York, Rhode Island, 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 a focus on the success of our Showcase agent customers in a dynamic and changing real estate market. Requirements include:

• Four-year degree or equivalent experience

• At least 5 years’ experience in a client-facing po