Manager, Customer Success

About the teamZillow's Agent Software and Advertising (ASA) organization partners with top real estate professionals to help them grow faster and operate smarter by enabling effective use of Zillow’s offerings to turn insights into action, drive results, and build lasting value. 
Our bundled software solution brings together Zillow Pro, Follow Up Boss, and Showcase into a cohesive suite of tools that helps agent customers drive more transactions. Integrating these products, we deliver a seamless workflow and advertising experience that streamlines agent communication, enhances advertising reach, and optimizes every stage of the sales process from winning more listings to efficiently converting more leads.

About the role

In this role, you’ll lead a high‑impact team of Customer Success Managers focused on driving activation, adoption, and measurable outcomes for Small Business and Mid-Market customers across our multi‑product portfolio (Showcase, ZillowPro, & Follow Up Boss) You’ll combine hands-on coaching with strong operational rigor by building repeatable plays, running call reviews that turn patterns into actionable coaching, and monitoring clear account health signals to help your team improve week over week. As Manager, Agent Success – SMB/MM, you’ll also be a visible change leader — helping your team navigate new products, playbooks, and processes while partnering closely with Sales and cross‑functional stakeholders to show up as one Zillow to our customers.

What You’ll Do:

• Lead and develop a team of SMB/MM Customer Success Managers supporting West Region customers across Showcase, Zillow Pro, and Follow Up Boss — driving activation, product adoption, retention, and expansion.

• Build and own an operating rhythm (1:1s, business‑of‑book reviews, call listening, inspection meetings) that makes account health, risks, and next steps simple to inspect and easy to act on.

• Coach your team on value‑driven discovery and calls — using Gong and other tools to raise the quality of conversations,deliver clear, actionable feedback, tie our full growth stack to customer goals, and ensure clear next steps on every interaction.

• Partner with Sales, Support, Marketing, and Product to define clear swimlanes, run joint pipeline/account reviews, and deliver a seamless, “one‑team” customer experience.

• Use data and insights (e.g., performance trends, utilization, program metrics) to prioritize accounts, diagnose root causes, and translate those insights into targeted coaching, recognition, and performance management.

• Hire, onboard, and develop talent — raising the bar on ownership, prioritization and decision marketing, and leadership potential within the West region and building a strong bench of future leaders.

• Be part of building what’s next: step into a culture that rewards ownership and ideas—bring a point of view, test it, learn fast, and improve it. You’ll join a team that collaborates in the open, makes decisions, and moves—then iterates based on what we learn.

• Travel: Approximately 20% of your time for internal events (such as on-site leadership meetings, annual kick-off) and on‑site client or conference visits.

• Must be available to work Pacific Time (PST/PDT) or Mountain Time (MST/MDT) hours and travel to the West Region.

This role has been categorized as a Remote position. “Remote” employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice, which must be identified to the Company. U.S. employees may live in any of the 50 United States, with limited exceptions.

In California, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington DC the standard base pay range for this role is $77,400.00 - $123,600.00 annually. This base pay range is specific to these locations and may not be applicable to other locations. In Colorado, Hawaii, Illinois, Minnesota, Nevada, Ohio, Rhode Island, and Vermont the standard base pay range for this role is $73,500.00 - $117,500.00 annually. The base pay range is specific to these locations and may not be applicable to other locations.

In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location. Actual amounts will vary depending on experience, performance and location. Employees in this role will not be paid below the salary threshold for exempt employees in the state where they reside.

Who you are

You’re a people-first leader who earns trust quickly and sets a steady tone, especially when things are moving fast. You run your team with high standards and real operating discipline—clear expectations, consistent rhythms, and follow-through—because you know that’s what creates space for great coaching and strong performance. When there’s ambiguity, you keep the work moving: you jump in, bring a point of view, and help the team turn what we’re learning into repeatable plays that improve customer outcomes week over week.

• 5+ years in customer success, account management, or B2B sales, driving outcomes in a recurring‑revenue or subscription business.

• 2+ years of people management experience leading Customer Success Managers, account managers, or sellers; experience in SMB/MM segments (or multi‑segment environments) is a plus.

• Track record of driving adoption, retention, and growth through structured account plans and value‑based customer conversations.

• Comfortable operating in a multi‑product environment—able to connect tools into a cohesive customer workflow and story.

• Experience leading through change (new programs, new tooling, evolving playbooks, scale‑up and/or integration work) and building structure as the business evolves.

• Strong analytical and decision-making discipline: you know which metrics matter, use them to set priorities, and make practical tradeoffs that improve outcomes.

• A coach who gives clear, behavior‑based feedback, identifies root causes, and knows when to shift from coaching into more structured performance support.

• Real estate industry experience is a plus, but not required; you’re curious about how customers run their business and how our products impact pipeline and profitability.

Transferrable Skills:

Here at Zillow, we value the experience and perspective of candidates with non‑traditional backgrounds. We encourage you to apply if you have transferable skills or related experiences, even if you don’t meet every requirement above.

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 customers 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 that's reshaping an industry and helping more people make home a reality.

Zillow is honored to be recognized among the best workplaces in the country. Zillow was named one of FORTUNE 100 Best Companies to Work For® in 2025, and included on the PEOPLE Companies That Care® 2025 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.