Senior Customer Success Manager, Showcase

About the teamZillow’s Agent Software and Advertising (ASA) organization delivers a suite of software and advertising solutions designed to support real estate agents, teams, and brokers. The team is dedicated to providing exceptional customer experiences and plays a pivotal role in onboarding new customers, retaining existing ones, establishing regular communication, understanding customer needs, addressing challenges, offering best practice guidance, and driving upsell and cross-sell opportunities.

About the role

The Senior Customer Success Manager for Zillow Showcase is responsible for managing a portfolio of the largest, most complex, and high-spend accounts. This senior-level position is focused on efficiently onboarding strategic accounts using industry-leading implementation practices. The primary objective is to build strong customer relationships, ensure successful implementations aligned with customer expectations and goals, and drive product adoption.

Key Responsibilities:

Relationship Management & Trusted Advisor

• Serve as the primary relationship lead for Showcase customers, acting as a trusted advisor and advocate.

• Lead monthly Business Reviews to evaluate customer engagement, revisit and align on evolving business goals, and share relevant product updates and business developments.

• Provide subject matter expertise on Showcase, including media, marketing strategies, and best practices from top-performing teams.

• Proactively recommend system and process improvements essential to achieving customer outcomes.

• Address and resolve customer challenges thoughtfully, ensuring alignment with both near-term needs and long-term strategic goals.

• Support customers from initial implementation through ongoing success, with a focus on driving measurable results.

Driving Product Adoption

• Champion Zillow Showcase and related products and features to agents within client teams or brokerages.

• Conduct training sessions for new users via phone, web-based, or in-person interactions.

• Ensure implementation and adoption align with the customer’s strategy, objectives, and business goals.

• Collaborate with Sales to determine renewal strategies and identify expansion opportunities.

Influencing Strategies and Tactics

• Leverage Tableau reporting, listing performance dashboards, and agent rosters to highlight areas of opportunity for customers.

• Support client goals by setting accountability targets, celebrating wins, and navigating milestones together throughout the Showcase journey.

• Enhance future lifetime value by driving higher product adoption, reducing retention risk, and boosting overall customer health scores.

Customer & Market Expertise

• Develop a deep understanding of Zillow’s ASA solutions and their value propositions.

• Stay informed on industry trends, competitor movements, and market conditions to effectively position Zillow’s offerings to customers.

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 $34.00 - $54.40 Hourly. 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

This role requires a focus on the success of our Showcase agent customers in a dynamic and changing real estate market. Requirements include:

• Four-year degree or equivalent experience

• At least 5 years’ experience in a client-facing position (e.g., customer success, sales, business solutions, support)

• Knowledge of the real estate industry preferred

• Strong communications and interpersonal skills

• Demonstrated organizational and time management skills

• Flexibility in scheduling to meet customer needs with short turnaround

• Ability to manage project completion with tight deadlines

• Ability to work efficiently and effectively on project teams

• Ability to travel up to 20% of the time

Transferable Skills:

We encourage you to apply if you have transferable skills or related experiences.

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 world-class benefits. These benefits include comprehensive medical, dental, vision, life, and disability coverages as well as parental leave, family benefits, retirement contributions, and paid time off. We’re also setting the standard for work experiences of the future, where our employees are supported in doing their best work and living a flexible, well-balanced life. But don’t just take our word for it. Read recent reviews on Glassdoor and recent recognition from multiple organizations, including: the 100 Best Companies to Work For, Glassdoor Employees’ Choice Award, Bloomberg Gender-Equality Index, Human Rights Campaign (HRC) Corporate Equity Index, and TIME 100 Most Influential Companies list.

Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please contact your recruiter directly.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state and local law.

Applicants who receive job offers from Zillow Group will be asked to sign a Proprietary Rights Agreement which includes confidentiality, intellectual property assignment, customer and employee non-solicitation, and non-competition provisions. If you are contacted for a role at Zillow Group and wish to review a copy of the Proprietary Rights Agreement prior to receiving an offer, you may request a copy from your Recruiter.