Manager, Customer Success, Strategic

🕒 August 11

🇺🇸 United States – Remote

💵 $85.2k - $143.3k / year

⏰ Full Time

🟠 Senior

🔴 Lead

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 18%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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 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

🎯 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, 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

🏖️ Benefits

• 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