Enterprise Customer Success Manager
About the team
Zillow’s Agent Software and Advertising org is a collection of software and advertising solutions that focus on providing services to all real estate agents, teams, and brokers to facilitate a seamless shopping and transaction experience for their clients.The team values delivering exceptional customer experiences and plays a critical role in onboarding new customers, retaining customers, establishing regular cadence and rapport, understanding customer needs, addressing customer challenges, providing best practice guidance, and driving upsell/cross-sell opportunities.
The Senior Customer Success Manager for Zillow Showcase plays a critical role in handling large, complex, and high spend accounts. This senior position takes on the responsibility of efficiently onboarding Brokerages using industry-leading implementation practices. The key focus of this role is to establish strong relationships with customers, ensure successful implementations that align with their specific expectations, and drive product adoption.
About the role
The Senior Customer Success Manager on our Enterprise team is responsible for a book of business comprising our larger, more complex customer relationships. They are expected to quickly build rapport; understand the agent’s business, goals and potential challenge; and advise our customers on best practices. This is accomplished by:
Being a Trusted Advisor
- Serve as the day-to-day relationship lead for Showcase customers in our Enterprise segment
- Hosting monthly Business Reviews to discuss engagement, updated customer goals and share business or product updates
- Deliver subject matter expertise on Showcase (including media and marketing)
- Tactfully address challenges and concerns while driving towards initial implementation
- Proactively advise customers on best practices and recommend system and process changes that are essential for achieving customer outcomes
Driving Product Adoption
- Champion Zillow Showcase and related products and features to agents within your client’s brokerage
- Delivering training sessions to new users through phone/web-based or in-person interactions
- Ensure implementation and adoption aligns with internal goals and customer goals
- Collaborating with Sales to determine renewal strategy and identify expansion opportunities
Influencing Strategies and Tactics
- Leverage tableau reporting, listing performance dashboard and agent rosters to demonstrate areas of opportunities for your customer
- Supporting your clients’ goals through accountability targets
- Influencing future lifetime value through higher product adoption, retention and overall customer health scores
Who you are
This role requires focus on the success of our Showcase agent customers in a dynamic and changing real estate market. Requirements:
- Four-year degree or equivalent experience
- At least 5 years’ experience in a client-facing position (e.g.customer success, sales, business solutions, support)
- Knowledge of the real estate industry preferred
- Strong communications and interpersonal skills
- Demonstrated organizational and time management skills
- Flexibility in scheduling to meet customer needs with short turnaround
- Ability to manage project completion with tight deadlines
- Ability to work efficiently and effectively on project teams
Get to know us
At Zillow, we’re reimagining how people move—through the real estate market and through their careers. As the most-visited real estate platform in the U.S., we help people navigate buying, selling, financing and renting with greater ease and confidence. Whether you're working in tech, sales, operations, or design, you’ll be part of a company reshaping an industry and helping more people make home a reality.
How we work is a key part of that transformation. Through Cloud HQ, our strategic approach to distributed work, most employees have the flexibility to work from wherever they’re most productive—enabling us to move fast, stay connected and deliver on our people promise.
Zillow is honored to be recognized among the best workplaces in the U.S. Zillow was named one of FORTUNE 100 Best Companies to Work For® in 2026, and included on TIME’s America’s Best Companies 2026 list, reflecting our commitment to creating an innovative, inclusive, and engaging culture where employees are empowered to grow.
No matter where you sit in the organization, your work will help drive innovation, support our customers, and move the industry—and your career—forward, together.
Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please contact your recruiter directly.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state and local law.
Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.