Manager, Customer Success – Strategic

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $89.7k - $143.3k / year

⏰ Full Time

🟠 Senior

🔴 Lead

🏆 Customer Success

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Zillow

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2006

🏠 Real Estate

🛍️ eCommerce

👥 B2C

💰 $4.1M Post-IPO Equity on 2012-12

Real Estate • eCommerce • B2C

Zillow is a leading real estate and property rental marketplace that provides comprehensive information on homes, apartments, and properties for sale or rent. It offers users tools to search for properties, calculate mortgage rates, and connect with real estate agents. The platform also features innovative algorithms that provide Zestimates, which are estimated market values of homes. Zillow is a go-to resource for individuals looking to buy, sell, or rent properties, as well as for agents and brokers who want to reach a wider audience.

📋 Description

• 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 strategic account plans. • Improve executive-level customer conversations through coaching on discovery, business reviews, recommendations, and measurable outcomes. • Use Gong and other tools to analyze customer conversations and provide actionable feedback. • Build multilevel customer relationships and durable executive sponsorship. • Partner with Sales on account strategy, commitments, renewal risk, expansion opportunities, and lifecycle ownership. • Coordinate with Support, Product, Marketing, Operations, and other partners to resolve complex customer needs. • Lead customer escalations while balancing resolution, relationship health, business impact, and scalability. • Analyze performance trends, product utilization, customer outcomes, relationship signals, and program metrics to prioritize accounts and guide coaching and resources. • Translate Strategic customer insights into recommendations for Product, Sales, Marketing, and senior leadership. • Hire, onboard, and develop high-performing talent and build leadership capability. • Define and scale excellent Strategic Customer Success practices at Zillow. • Travel approximately 20% for internal events, leadership meetings, customer visits, industry conferences, and other strategic engagements.

🎯 Requirements

• 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 and 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 operating-model development. • 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 across Sales, Product, Support, Marketing, and Operations. • Real estate industry experience is a plus but not required. • Willingness to travel approximately 20%.

🏖️ Benefits

• Equity awards • Remote work from a physical location of choice • Cloud HQ distributed work model • Internal events, leadership meetings, customer visits, and industry conferences as strategic engagements • Equal opportunity and inclusive, innovative work environment • Accommodation support for disabilities or special needs