Manager, Customer Success, Strategic
Core
Lead a team of Customer Success Managers for Zillow's largest and most complex real estate agent customers across a multi-product portfolio (Showcase, Zillow Pro, Follow Up Boss), driving adoption, retention, and expansion through strategic account planning.
Role type
Manager, Strategic Customer Success
Builds
Cohesive workflow and advertising experience connecting Zillow Pro, Follow Up Boss, and Showcase to streamline agent communication and optimize sales processes.
Domain
Real Estate Technology / SaaS
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Strategic account management, team leadership, executive stakeholder engagement, cross-functional partnership, change management, data-driven decision making, consultative selling, multithreading, account planning, performance analytics
Preferred skills
Experience with recurring-revenue subscription models, coaching high-performing talent, defining scalable frameworks for customer success
Technologies
Gong
Responsibilities
Lead and develop a team of Strategic CSMs; Establish operating rhythms including 1:1s, strategic reviews, and risk assessments; Coach CSMs on executive-level conversations and value-driven discovery; Partner with Sales to align on account strategy and expansion; Coordinate cross-functionally to resolve complex customer needs; Lead customer escalations; Translate customer insights into product and strategy recommendations; Hire and develop high-performing talent.
Seniority
Manager, hands-on leadership
