Senior Customer Success Manager

About the team

Dotloop is Zillow Group’s transaction management platform that streamlines e‑signatures, document editing, compliance workflows, and team/brokerage oversight to make real estate transactions seamless and digital. Dotloop operates within Zillow Group, supporting agents, teams, and brokers with a modern, end‑to‑end transaction experience for their customers. Within dotloop, the Customer Success team delivers exceptional customer experiences and plays a critical role in onboarding, retaining customers, establishing regular cadence and rapport, understanding customer needs, addressing challenges, providing best‑practice guidance, and driving upsell/cross‑sell opportunities.

About the role

The Senior Customer Success Manager (CSM) for dotloop aligns Zillow Group innovations, product capabilities, and documented best practices with each customer’s business objectives—driving adoption, measurable value, and executive alignment across a book of mid‑size accounts. You will own the post‑sale lifecycle, lead onboarding and engagement, proactively surface insights and recommendations, and identify expansion opportunities that support satisfaction, retention, and growth. This is a senior, autonomous role (approx. 3–5 years’ experience) that requires strong prioritization and a customer‑first mindset to balance customer needs with business goals in a dynamic environment.

You Will Get To:

• Manage onboarding and implementation for new mid-size customers, ensuring high adoption and engagement.

• Use deep product knowledge to resolve complex inquiries and deliver outcomes-driven service and best-practice guidance across your book of business.

• Build trusted, proactive advisor relationships through regular touchpoints and executive business reviews.

• Analyze account usage data and develop communication cadences that foster engagement and maximize retention.

• Communicate proactively to drive strategic value, expand solution adoption, and recommend best practices that optimize customer experience.

• Assess customer business needs and challenges to identify and qualify cross-sell and up-sell opportunities.

• Participate in strategic initiatives and campaigns as 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 California, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington DC the standard base pay range for this role is $34.40 - $55.00 hourly. This base pay range is specific to these locations and may not be applicable to other locations. In Colorado, Hawaii, Illinois, Minnesota, Nevada, Ohio, Rhode Island, and Vermont the standard base pay range for this role is $32.70 - $52.30 hourly. The base pay range is specific to these locations 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. Employees in this role will not be paid below the salary threshold for exempt employees in the state where they reside.

Who you are

Who You Are

• Able to build strong relationships with customers across electronic and in-person formats.

• Passionate about identifying client outcomes and helping customers achieve them.

• Enthusiastic about technology, with motivation to learn and master product knowledge.

• An articulate and engaging presenter in webinars and in-person settings.

• A focused, reliable, self-starter with strong critical problem-solving skills.

Qualifications

• 3–5 years of experience in Customer Success, Account Management, or a comparable role (preferably in a SaaS environment).

• Bachelor’s degree, or commensurate work or military experience.

• Excellent verbal and written communication skills.

• Proficiency with Google Workspace (G Suite).

• Strong attention to detail and critical thinking.

Get to know us

Zillow is reimagining real estate to make home a reality for more and more people.

As the