Enterprise Customer Success Manager

Role Overview

As an Enterprise Customer Success Manager (Senior CSM) at Zillow, you will own a portfolio of Zillow’s largest, multi-office brokerage partners. You are the strategic post-sales partner responsible for driving outcomes and business health across Zillow Pro, Follow Up Boss, Showcase (and future offerings).

Responsibilities

• Drive activation, adoption, and value across the Agent Success product stack (Follow Up Boss, Zillow Pro, Showcase, and future offerings).
• Serve as a trusted advisor for a small set of complex enterprise brokerage teams, focused on retention and growth.
• Build executive-level relationships (C-suite) to understand business models and integrate Zillow offerings into long-term growth and operational goals.
• Create customized launches and ongoing adoption programs using tailored enablement and marketing to change listing/CRM behavior at scale.
• Tell data-backed stories using dashboards and reporting to provide clear recommendations to executive audiences and improve agent adoption.
• Partner with cross-functional teams (Broker Development, Implementation, Support, Marketing, Product) to remove friction and deliver a consistent customer experience.
• Proactively manage customer health, renewal, and expansion opportunities; surface risk early and create mitigation plans.
• Contribute to CSM best practices by collaborating on and refining CSM playbooks.
• Travel selectively (up to ~20%) for key in-person meetings and events (e.g., zRetreats).

Requirements

• Experience owning outcomes for an enterprise customer portfolio in a post-sales/CS role.
• Ability to drive adoption and expansion using data, storytelling, and cross-functional collaboration.
• Strong executive communication skills and ability to influence C-suite stakeholders.

Nice-to-Haves

• Familiarity with CRM/agent workflow tools and measurable enablement or adoption programs.
• Experience working with multi-office brokerage teams or similarly complex customer organizations.