Associate Manager, Customer Success

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 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. The effectiveness of the Manager of Customer Success is ultimately evaluated based on the seamless execution of goals that align with the overarching objectives of ShowingTime+ and customers’ quality standards.
This role at ShowingTime+ offers an opportunity to work with a dedicated team, focusing on hiring, developing, and coaching successful Customer Success Managers and Senior Customer Success Managers.

About the role

As the Associate Manager of Customer Success you’ll be responsible for leading, driving, and coaching a team of Customer Success Managers and Senior Customer Success Managers to improve their proactive management of their book of business.  You’ll often consult with business leaders to continue to innovate and drive the business forward, in addition to driving improvements and innovation in day-to-day operations within the Customer Success team. Responsibilities will include:

• Leading a team and providing coaching to all team members relative to a best-in-class customer experience and operations.

• Cultivating relationships with Sales leadership and other cross-functional partners to understand customers' expectations and drive successful outcomes.

• Collaborating with Product Development to understand our product’s capabilities and serve as the voice of the customer.

• Collaborating with Business Operations and Customer Operations to implement workflows that maximize efficiency, the customer experience, and to establish a culture of continuous improvement.

• Maintaining a close connection to and/or leading relevant projects; communicating status updates to various stakeholders.

• Establishing and maintaining a high level of customer satisfaction, customer retention, and customer adoption for the book of business.

• Define scope, timeliness, resources, prioritization, and anticipate potential roadblocks of team projects.

• Fostering a working environment that is energizing, motivating, and contributes to positive team engagement.

• Collaborating with direct reports to drive personal and organizational success; executing Zillow’s core people practices including performance management, professional development, coaching, and recognition.

• Understanding capacity for each direct report, and distributing work based on availability and expertise to ensure objectives are met.

• Analyzing and implementing key performance metrics to assess the team’s performance; recognizing trends and leading actions to maximize productivity and efficiencies.

• Implementing internal workflow policies/procedures; recommending and managing improvement efforts.

• Serving as an escalation point for client inquiries or issues where appropriate.

• Occasional travel to internal meetings, industry events, and/or in-person client visits.

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, Nevada, New York, Washington state, and Washington DC the standard base pay range for this role is $74,700.00 - $119,300.00 Annually. This base pay range is specific to California, Colorado, Connecticut, Hawaii, Nevada, New York, 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 focus on the success of our ShowingTIme+ customers in a dynamic and changing real estate market.