Customer Success Manager

Zillow Group, Inc.

Job Overview

Location

Remote-USA

Job Type

Full-time

Full Job Description

📋 Description

• 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.
• The role involves serving 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; leading onboarding, enablement, and early value realization to ensure customers are successfully set up, activated, and seeing measurable progress within their first 90 days; driving product adoption and behavior change through structured trainings, working sessions, and ongoing coaching that improve lead management, follow-up, and operational efficiency; using data and best practices to guide customer strategy, translating product usage and performance insights into clear, actionable recommendations that improve core business metrics; maintaining account health and retention readiness by proactively identifying adoption gaps or risks and partnering with Sales to support renewals and expansion opportunities; and collaborating closely with internal partners (Sales, Implementation, and Support) to deliver a consistent, high-quality customer experience and surface feedback that improves products and services.
• 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. The 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, delivering 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.
• In this role, you will build trust quickly, ask strong discovery questions, and use data and best practices to guide customers toward better workflows, adoption, and performance. You will develop core skills needed to progress into more strategic and complex customer success roles, while working in a dynamic and evolving real estate market with a focus on customer success and product utilization.

🎯 Requirements

• Four-year degree or equivalent experience
• 3–5 years experience in a client-facing role (e.g., customer success, sales, business solutions, account management) within a SaaS or technology environment
• Experience supporting a large volume book of business
• Knowledge of the real estate industry and real estate technology is strongly preferred
• Experience coaching customers on software and simplifying complex workflows for end users
• Strong consultative skills with the ability to conduct discovery, identify opportunities, challenge customer beliefs, and coach toward customer outcomes

🏖️ Benefits

• Competitive base salary with hourly pay ranges varying by state (e.g., $29.30 - $46.70 in CA, CT, MD, MA, NJ, NY, WA, DC; $27.80 - $44.40 in CO, HI, IL, MN, NV, OH, RI, VT)
• Eligibility for equity awards based on experience, performance, and location
• Guaranteed pay above the exempt employee salary threshold in the state of residence
• Opportunity to work remotely from any location within the 50 United States (with limited exceptions)
• Recognition as part of a company named to FORTUNE 100 Best Companies to Work For® in 2025 and PEOPLE Companies That Care® 2025 lists
• Access to an innovative, inclusive, and engaging culture where employees are empowered to grow and drive industry innovation

Skills & Technologies

Remote

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Zillow Group, Inc.

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About Zillow Group, Inc.

Zillow Group operates the largest digital real-estate marketplace in the United States, connecting buyers, sellers, renters, landlords and agents through websites and mobile apps. Founded in 2006 and headquartered in Seattle, the company provides property listings, valuation estimates via its Zestimate algorithm, comparative market analytics, mortgage origination and title services, and iBuying through its Zillow Instant Offers program. Revenue is generated primarily from Premier Agent advertising, lead generation, and real-estate services. The platform covers more than 110 million U.S. homes and is publicly traded on NASDAQ under the ticker ZG.

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