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 and executive-level relationship building.
Role type
Manager, Strategic Customer Success
Builds
A cohesive suite of real estate software tools (Zillow Pro, Follow Up Boss, Showcase) for real estate agents
Domain
Real Estate Technology / SaaS
Required skills
Strategic account management, team leadership and coaching, cross-functional partnership, executive communication, complex stakeholder navigation, data-driven decision making, change management, product integration strategy
Preferred skills
Experience in recurring-revenue subscription software, consultative sales background, ability to work in ambiguity
Technologies
Gong, Zillow Pro, Follow Up Boss, Showcase
Responsibilities
Lead and develop a team of Strategic CSMs; Establish operating rhythms for account health and risk reviews; Coach CSMs on strategic account planning and executive 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