Customer Success Manager

About the team Zillow's Agent Software and Advertising (ASA) organization partners with top real estate professionals to help them grow faster and operate smarter by enabling effective use of Zillow’s offerings to turn insights into action, drive results, and build lasting value. Our bundled software solution brings together Zillow Pro, Follow Up Boss, and Showcase into a cohesive suite of tools that helps agent customers drive more transactions. Integrating these products, we deliver a seamless workflow and advertising experience that streamlines agent communication, enhances advertising reach, and optimizes every stage of the sales process from winning more listings to efficiently converting more leads. About the role The Customer Success Manager oversees a portfolio of Zillow’s customers across Zillow Pro, Follow Up Boss, and Showcase, delivering an elevated experience to agents, teams and brokerages. As the primary post-sales owner for your book of business, you leverage data, customer insights, and cross-functional collaboration to drive adoption, retention, and expansion across this full product suite. By balancing onboarding, ongoing strategic reviews, and proactive account health management, you ensure customers gain maximum value from their investment in Zillow’s offerings. What You’ll Do The Customer Success Manager will act as a trusted consultant, coach, and accountability partner to customers across multiple Zillow products. They are expected to build trust and value quickly; understand the agent’s business, goals, and potential challenges; and advise customers on best practices, workflows, and strategies that drive measurable business outcomes. This is accomplished by: Serve as the primary post-sales consultant for a portfolio of SMB/MM customers using Showcase, Follow Up Boss, and Zillow Pro, building trust and driving day-to-day success across the product suite. Lead onboarding, enablement, and early value realization , ensuring customers are successfully set up, activated, and seeing measurable progress within their first 90 days. Drive product adoption and behavior change through structured trainings, working sessions, and ongoing coaching that improve lead management, follow-up, and operational efficiency. Use data and best practices to guide customer strategy , translating product usage and performance insights into clear, actionable recommendations that improve core business metrics. Maintain account health and retention readiness , proactively identifying adoption gaps or risks and partnering with Sales to support renewals and expansion opportunities. Collaborate closely with internal partners (Sales, Implementation, and Support) to deliver a consistent, high-quality customer experience and surface feedback that improves our products and services. 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 $29.30 - $46.70 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 $27.80 - $44.40 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 s ... (truncated, view full listing at source)