Manager, Customer Success, Strategic

Zillow
United States
Workplace: RemoteFull timeUSD 85,200 - 143,300 annuallyFunction: Customer Success & Account ManagementSkills: ["People leadership","Coaching","Executive communication","Cross-functional collaboration","Analytical decision-making"]

Lead and develop a team of Strategic Customer Success Managers for Zillow’s largest and most complex agent customers. Own adoption, customer value, retention, and expansion across Showcase, Zillow Pro, and Follow Up Boss, while establishing an operating rhythm of reviews, risk management, and executive coaching. Partner cross-functionally with Sales, Support, Product, Marketing, and Operations, manage escalations, and use Gong to improve executive-level conversations and measurable outcomes.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Zillow
Zillow
1 day ago

Manager, Customer Success, Strategic

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Lead and develop a team of Strategic Customer Success Managers for Zillow’s largest and most complex agent customers. Own adoption, customer value, retention, and expansion across Showcase, Zillow Pro, and Follow Up Boss, while establishing an operating rhythm of reviews, risk management, and executive coaching. Partner cross-functionally with Sales, Support, Product, Marketing, and Operations, manage escalations, and use Gong to improve executive-level conversations and measurable outcomes.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Lead and develop a team of Strategic Customer Success Managers supporting high-value, complex customers across Showcase, Zillow Pro, and Follow Up Boss.
  • •Establish an operating rhythm (1:1s, strategic account reviews, call listening, risk reviews, portfolio inspections) to track account health, risks, and next steps.
  • •Coach CSMs to build and execute comprehensive account plans connecting customer priorities, business objectives, product utilization, stakeholders, and growth opportunities.
  • •Raise the quality of executive-level customer conversations through value-based discovery, business reviews, and strategic recommendations aligned to measurable outcomes.
  • •Coordinate cross-functionally to resolve complex needs, manage escalations, and use performance trends and program metrics to prioritize accounts and guide resource allocation.
Travel: Medium travel

Pay and Benefits

Salary: USD 85,200 - 143,300 annually
Equity and Bonus:Equity
Perks:Equity Awards

Key Requirements

  • •7+ years of experience in Customer Success, strategic account management, consultative sales, or a related customer-facing function in recurring-revenue, subscription, software, or advertising businesses.
  • •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 and products.
  • •Demonstrated success driving adoption, retention, customer value, and expansion through structured account planning and value-based engagement.
  • •Strong analytical decision-making and executive presence, including coaching others to communicate effectively with senior stakeholders.
Experience:Recurring-revenueSubscriptionSoftwareAdvertisingReal estate
Skills:People leadershipCoachingExecutive communicationCross-functional collaborationAnalytical decision-making
Tech Stack:GongShowcaseZillow ProFollow Up Boss

Company Brief

Zillow
Operates an online real estate marketplace providing listings, valuation estimates, rentals, and agent tools. Connects buyers, sellers, renters, and real estate professionals with data-driven search, home Zestimate valuations, and advertising services.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Seattle, United States
Founded: 2006
WebsiteLinkedIn