Manager, Customer Success- Enterprise

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 Manager, your responsibility is to achieve business results through developing, coaching, and hiring successful Senior Customer Success Managers.

About the role

As the Manager of Customer Success, you will lead a team of Senior Customer Success Managers overseeing Zillow’s largest and most complex customer relationships. You will be accountable for the overall success of these enterprise accounts, each of which may have multiple team members managing different segments of the customer’s business. Your focus will be on developing and coaching your team to deliver exceptional value, drive customer retention and expansion, and foster a culture where customer outcomes are prioritized more than just metrics.

In this leadership role, you will collaborate closely with customer leadership and internal partners to understand evolving needs, ensure alignment, and continuously improve processes. You will be responsible for holding your team accountable, supporting their professional growth, and building strong, long-term partnerships with our customers. This is an opportunity to shape how Zillow delivers value to its most important clients and to help your team and customers thrive in a dynamic real estate market.

Lead and Develop a High-Performing Team

• Mentor and coach Senior Customer Success Managers, guiding their strategic thinking and customer engagement through regular 1:1s, team huddles, and skill development sessions.

• Review customer interactions and performance data to identify training needs, address skill gaps, and drive continuous improvement.

• Foster a high-energy, accountable culture focused on delivering customer value, while ensuring your team is equipped to manage complex, multi-stakeholder accounts.

• Analyze team performance and book of business trends to provide business recommendations, accurate forecasting, and resource planning.

Drive Customer Outcomes and Performance

• Implement strategies to increase product adoption, customer activation, retention, and satisfaction, while proactively addressing churn risks.

• Ensure your team consistently meets or exceeds KPIs; when gaps arise, design and execute action plans to resolve them.

• Collaborate closely with Sales and other internal partners to align on customer goals, share insights, and drive unified account strategies.

• Communicate updates, priorities, and company initiatives clearly to your team, ensuring alignment with Zillow’s broader objectives.

Advocate for Your Team and Customers

• Identify and champion process and system improvements that enhance both the customer and CSM experience, including managing escalations and mitigating risks.

• Build strong cross-functional relationships with Sales, Operations, Support, Marketing, and Product teams to advocate for customer needs and drive internal alignment.

• Celebrate team successes by highlighting positive customer outcomes and sharing best practices that demonstrate resilience and a commitment to excellence.

Be a Customer and Market Expert

• Develop deep expertise in Zillow’s Agent Software and Advertising (ASA) solutions, and coach your team to effectively communicate their value to customers.

• Stay current on industry trends, customer business shifts, and market dynamics to help your team position Zillow as a strategic partner.

• Drive multi-threaded engagement with key customer decision-makers, building long-term, strategic partnerships and acting as an executive sponsor for high-value accounts when needed.

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 Califor