Manager, Customer Success, Strategic

🕒 Agosto 11

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $85.200 - $143.300 / ano

⏰ Tempo Integral

🟠 Sênior

🔴 Especialista

🏆 Sucesso do Cliente

🦅 Patrocina Visto H1B

Esta empresa já patrocinou vistos H1B no passado.

👻 Score fantasma 36%

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Zillow

SiteLinkedInTodas as Vagas

5001 - 10000 funcionários

Fundada em 2006

🏠 Imobiliário

🛍️ Comércio Eletrônico

👥 B2C

💰 $4.099.999 Post-IPO Equity em 2012-12

Real Estate • eCommerce • B2C

A Zillow é um marketplace líder de compra, venda e aluguel de imóveis, oferecendo informações completas sobre casas, apartamentos e propriedades à venda ou para alugar. Ela disponibiliza ferramentas para buscar imóveis, calcular taxas de financiamento imobiliário e conectar-se a corretores de imóveis. A plataforma também conta com algoritmos inovadores que geram Zestimates, estimativas de valor de mercado de imóveis. A Zillow é uma referência para quem deseja comprar, vender ou alugar, assim como para corretores de imóveis e imobiliárias que querem alcançar um público mais amplo.

Descrição

• Lead and develop a team of Strategic Customer Success Managers supporting high-value, complex customers across Showcase, Zillow Pro, and Follow Up Boss • Establish operating rhythms including 1:1s, strategic account reviews, call listening, risk reviews, and portfolio inspections • Coach CSMs to build and execute comprehensive account plans • Improve executive-level customer conversations through coaching on discovery, business reviews, strategic recommendations, and measurable outcomes • Use Gong and other tools to identify conversation patterns and provide actionable feedback • Build multilevel customer relationships and durable executive sponsorship • Partner with Sales on account strategy, customer commitments, renewal risk, expansion opportunities, and lifecycle ownership • Coordinate with Support, Product, Marketing, Operations, and other cross-functional partners • Lead customer escalations • Use performance trends, product utilization, customer outcomes, relationship signals, and program metrics to prioritize accounts and guide coaching and resource allocation • Translate Strategic customer insights into recommendations for Product, Sales, Marketing, and senior leadership • Hire, onboard, and develop high-performing talent • Build leadership capability and maintain a strong bench of future talent • Define and scale excellent Strategic Customer Success practices at Zillow • Travel approximately 20% of the time

🎯 Requisitos

• 7+ years of experience in Customer Success, strategic account management, consultative sales, or a related customer-facing function within a recurring-revenue, subscription, software, or advertising business • 3+ years of people management experience leading Customer Success Managers, strategic account managers, sellers, or other customer-facing teams • Experience supporting Strategic, Enterprise, or similarly complex customers with multiple stakeholders, products, business units, or locations • Demonstrated success driving adoption, retention, customer value, and expansion through structured account planning and value-based customer engagement • Strong executive presence and ability to coach others to communicate effectively with senior customer stakeholders • Experience building multithreaded customer relationships and navigating complex organizational structures, decision-making processes, and competing stakeholder priorities • Ability to connect multiple products and services into a cohesive customer strategy tied to measurable business outcomes • Experience leading through change, including new products, evolving customer programs, organizational transformation, integration work, or developing operating models • Strong analytical and decision-making discipline • Proven coaching ability with behavior-based feedback, root-cause identification, and structured performance support • Strong cross-functional leadership skills • Real estate industry experience is a plus but not required • U.S. employees may live in any of the 50 United States, with limited exceptions

🏖️ Benefícios

• Equity awards • Remote work from a physical location of choice • Travel opportunities for internal events, leadership meetings, customer visits, industry conferences, and other strategic engagements • Flexible distributed work through Cloud HQ • Equal opportunity and inclusive work environment • Accommodation support for disabilities or special needs

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