Job Description

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 California, Colorado, Connecticut, Hawaii, Maryland, Massachusetts, Nevada, New Jersey, New York, Vermont, Washington state, and Washington DC the standard base pay range for this role is $93,600.00 - $149,400.00 Annually. This base pay range is specific to California, Colorado, Connecticut, Hawaii, Maryland, Massachusetts, Nevada, New Jersey, New York, Vermont, 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

5+ years of experience in Customer Success or a related client-facing role, with a proven track record of driving customer outcomes both 1:1 and at scale

At least 3 years of people management experience, including mentoring, developing, and holding team members accountable to high standards

Demonstrated success in growing, operationalizing, and leading high-performing teams in fast-paced, evolving environments

Experience exceeding goals and driving measurable results for both customers and the business

High expectations for yourself and others, with a commitment to continuous improvement and excellence

Industry experience in real estate, mortgages, or online marketplaces strongly preferred

Skilled at building and maintaining relationships with C-level executives, leading strategic conversations that advance business objectives

Detail-oriented and organized, able to manage complex books of business and ensure effective account inspection at scale

Able to coach team members to focus on driving outcomes and outputs, not just activity metrics or process adherence

Strong ability to adapt coaching and leadership style based on customer needs, pain points, and evolving business priorities

Proactive in identifying what’s needed to move customers forward on their success journey and empowering your team to do the same

Comfortable navigating ambiguity and change, and able to lead teams through organizational growth and transformation

Customer Success certifications or coursework are a plus

Get to know us

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