Enterprise Customer Success Manager
About the teamZillow'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. We operate as one account team with Broker Development Sales, Implementation, Marketing, and Support, aligning around clear customer goals and long‑term partnership health.About the roleThe Senior Customer Success Manager owns a small portfolio of Zillow’s largest, multi‑office brokerage partners and is accountable for outcomes across Zillow Pro, Follow Up Boss, and Showcase. You are the strategic post‑sales owner for your book of business, using data, storytelling, and cross‑functional collaboration to drive adoption, retention, and expansion.You’ll operate with substantial autonomy, navigate ambiguity, and bring creative, scalable solutions to a group of highly complex partners. What You’ll DoYou drive activation, adoption, and value across the full Agent Success product stack (Follow Up Boss, Zillow Pro, Showcase, and future offerings).Serve as the trusted advisor for a small portfolio of highly complex enterprise brokerage teams, driving adoption, retention, and growth across Showcase, Zillow Pro, Follow Up Boss, and future products.Build executive rapport with C-suite leaders to deeply understand their business models and integrate Zillow’s solutions into their long-term growth strategies and operational goals. Create customized launches and ongoing adoption programs that drive listing utilization, CRM product adoption, and behavior change at scale through tailored marketing campaigns and enablement. Tell clear, data‑backed stories using dashboards and reporting to translate performance into clear recommendations for executive audiences and agent adoption.Partner with internal cross‑functional account teams and advisors (Broker Development, Implementation, Support, Marketing, Product) to remove friction, resolve issues, and deliver a consistent, high‑quality customer experience as a united front.Protect and grow revenue by proactively managing health, renewal, and expansion opportunities, surfacing risk early and building plans to address it.Shape and improve CSM best practices by collaborating and refining CSM playbooksTravel selectively (up to ~20%) for zRetreats and high‑impact in‑market meetings, events, and sessions where in‑person engagement meaningfully advances customer outcomes.This role has been categorized ...