Customer Success Manager

About the team

ShowingTime+ is a collection of brands and software solutions that focus on providing services to all real estate agents, teams, and brokers to facilitate a seamless shopping and transaction experience for their customers. ShowingTime+ is part of Zillow Group, whose mission is to give people the power to unlock life’s next chapter.
The team values delivering exceptional customer experiences and plays a critical role in bringing new customers onboard by establishing rapport, understanding customer needs, and addressing challenges.
The Customer Success Manager role at Listing Showcase offers an opportunity to work with a dedicated team, focusing on efficient onboarding practices and collaboration to ensure successful client conversions.

About the role

The Customer Success Manager at Listing Showcase is responsible for efficiently onboarding customers using industry-leading implementation practices. They handle a wide range of customer relationships, from single agent implementation, to complex, multi-office setups. This is accomplished by:

• Establishing immediate rapport and connection, quickly understand customer’ needs, and tactfully address challenges and concerns while driving the implementation forward

• Serving as the primary point of contact for clients throughout the implementation process, with the responsibility of escalating needs, issues, and concerns to business partners and management whenever necessary.

• Acting as a subject matter expert and advocate for Listing Showcase, ensuring that the setup aligns with customers’' specific expectations

• Proactively advising customers on best practices and recommending system and process changes that are essential for achieving implementation milestones and goals.

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

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

• Transitioning customers to Senior Account Advisor once the implementation process is successfully completed and providing them with Customer support resources.

• Providing valuable guidance and support to train and mentor new team members. 

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. Employees may live in any of the 50 US States, with limited exceptions. In certain cases, an employee in a remote-designated job may need to live in a specific region or time zone to support customers or clients as part of their role.

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 requires focus on the success of our Showcase customers in a dynamic and changing real estate market.

Requirements:

• Four-year degree or equivalent experience

• At least 2 years’ experience in a client-facing position; customer success, prior implementation, project management or business to business sales experience is a plus

• 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 teams

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 digital solutions, first class partners, and easier buying, selling, financing and renting experiences. Millions of people visit Zillow Group sites every month to start their home search, and now they can rely on Zillow to help make it easier to move. The work we do helps people get home and no matter what job you're in, you will play a critical role in making home a reality for more and more people.

Our efforts to streamline the real estate transaction are supported