Enterprise Customer Success Manager - Dotloop

About the team The Customer Success team within ShowingTime+ helps real estate agents, teams, and brokers deliver a seamless shopping and transaction experience using our suite of software solutions. ShowingTime+ is part of Zillow Group, whose mission is to give people the power to unlock life’s next chapter. Our team focuses on exceptional customer experiences through thoughtful onboarding, retention and expansion of existing customers, and proactive, data-informed guidance that helps our partners get the most value from Zillow Group products. About the role The dotloop Enterprise Customer Success Manager is a strategic partner and trusted advisor for our brokerage and team customers. You will combine Zillow Group innovations, product capabilities, and best practices with your customers’ business objectives to drive meaningful business value, executive alignment, and scalable impact across a portfolio of high-value accounts. In this senior (P4) role, you will help shape team-wide practices, lead key cross-functional initiatives, and mentor other CSMs, driving higher customer satisfaction, retention, and expansion while elevating how the broader Customer Success team operates. You Will Get To Own a portfolio of high-value and complex brokerage and team customers as their primary strategic point of contact for dotloop, while being able to speak to other Zillow Group products. Manage onboarding and implementation for new mid-size and key account customers by defining clear success plans, aligning stakeholders, and driving strong adoption and engagement from launch. Use deep product and domain expertise to solve complex customer inquiries and proactively recommend best practices that drive outcomes and optimize workflows. Develop trusted, proactive advisor relationships with customers, including regular touchpoints and executive business reviews that tie product usage and insights to measurable business results. Analyze account usage and performance data to identify trends, risks, and opportunities, and build communication cadences that foster high engagement, retention, and expansion. Assess customer business needs and challenges to identify best-fit cross-sell and upsell opportunities, partnering closely with Sales and other stakeholders to execute growth strategies. Lead or co-lead strategic initiatives or campaigns—such as pilots, process improvements, or resource development—and bring aggregated customer insights to Product, Operations, and other partner teams to advocate for improvements. Mentor and support other CSMs by sharing playbooks, coaching on complex scenarios, and helping raise the overall bar for quality and consistency in customer engagement. 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 $85,900.00 - $137,100.00 annually. 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 $81,500.00 - $130,300.00 annually. 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 You build strong, trust-based relationships with custom ... (truncated, view full listing at source)