Customer Success Manager

About the team

The dotloop Customer Success Manager will be responsible for combining Zillow Group’s innovations, product capabilities, and detailed standard processes with our client’s business objectives and priorities, thereby driving higher business value and executive alignment between Zillow Group and our Broker and Team partners. You will be responsible for driving partner adoption and success through strategic management, adoption recommendations, and building customer relationships. The success of this role means higher customer satisfaction, retention and expansion of Zillow Group business products.

About the role

• Drive higher business value and executive alignment between Zillow Group and our broker teams.
• Lead a book of business and help champion our next generation of top clients.
• Drive customer adoption and success through strategic management, adoption recommendations, and building customer relationships.
• Develop a trusted, proactive, advisor relationship with customers.
• Discover and influence the customers’ internal metrics for success of dotloop and ensure the customer knows how to achieve and measure those results.
• Influence future lifetime value through higher product adoption, customer happiness and overall health scores.
• Drive new business growth through greater advocacy and reference-ability.
• Increase renewal rates and reduce churn.
• Collaborate with the Sales organization to determine the renewal strategy, business case values, and options to successfully complete customer renewals and up-sell opportunities.
• Advocate on behalf of clients needs to internal teams.
• Work with accounts that are a part of Pooled Management

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

Requirements:

• 2+ years account management or sales experience preferably in a SAAS or tech environment.
• Experience leading contract-based accounts with 500+ clients and $200K+ monthly recurring revenue.
• Ability to identify, grow and retain engaged clients.
• Possess a high energy, strong desire to achieve top results with a charismatic, positive "can do" demeanor via phone and in person.
• High degree of ownership and dedication to work quickly and accurately in a constantly evolving environment.
• Ability to stay organized and handle a lot on your plate.
• Willingness to work with sales partners to help cultivate client growth or resolution.
• Focused, reliable and a responsible self-starter that can self-manage with strong critical problem solving skills.

You will be measured on:

• Revenue growth through upsell and cross-sells
• Revenue and account retention
• Success Consultations completed in acceptable time frame and frequency
• Quality of the success management experience (NPS/CSAT>90%)
• Increase and maintain client engagement in ZG Products
• Quantity of Business Reviews conducted

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 by a deep-rooted culture of innovation, our passion to redefine the employee experience, a fundamental commitment to Equity and Belonging, and