Associate Manager, Customer Success- MM / SMB

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.
As a Customer Success Team Associate Manager, your responsibility is to achieve business results through developing, coaching, and hiring successful Customer Success Managers.

About the role

You will consistently coach Customer Success Managers (CSMs) to concentrate on delivering significant value to our customers, resulting in enhanced success for them and increased retention and expansion for Zillow. You will foster a culture where outreach prioritizes customer outcomes over mere metrics; where onboarding focuses on achieving customer goals rather than conducting meetings; and where building rapport means creating strategic relationships that drive customer value.

Leading and Developing Your Team

• Mentor direct reports in workflows and customer interactions to enhance outcomes while identifying training needs and addressing gaps through available resources. 

• Analyze performance data and trends to advise business recommendations, forecast accurately, and handle subscription life cycles. 

• Drive accountability and performance through structured coaching and account management tactics while fostering a high-energy culture.

• Conduct regular 1:1s, team huddles, and skill development sessions to strengthen execution.

Meeting Performance Metrics

• Implement strategies to increase activation and product adoption, customer loyalty, retention, and customer satisfaction while actively setting and contributing to churn reduction tactics.

• Ensure the team is meeting or exceeding KPIs regularly and if not, design a plan to resolve any issues related to this.

• Collaborate closely with your direct manager to ensure that updates and priorities are clearly communicated to the team and efforts are aligned with the company's strategic goals.

Advocating for Your Team and Customers

• Identify process and system improvements that will help your team in their day-to-day work and resolving customer issues/potential risks, including escalations.

• Develop strong relationships and work alongside Sales, Support, Marketing and Product leads to advocate for the customer's perspective

• Spotlight team members by celebrating positive customer interactions and sharing success stories that demonstrate overcoming challenges and a dedication to continuous improvement.

Customer & Market Expertise

• Establish a deep understanding of Zillow’s Agent Software and Advertising (ASA) solutions and their value propositions.

• Stay informed on industry trends, competitor movements, and market conditions to help the team effectively position Zillow’s offerings.

• Drive multi-threaded engagement with key decision-makers, nurturing key partnerships.

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, Colorado, Connecticut, Hawaii, Maryland, Massachusetts, Nevada, New Jersey, New York, Vermont, Washington state, and Washington DC the standard base pay range for this role is $76,600.00 - $122,400.00 Annually. This base pay range is specific to California, Colorado, Connecticut, Hawaii, Maryland, Massachusetts, Nevada, New Jersey, New York, Vermont, Washington state, and Washington DC 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.

Who you are

• 5+ years in customer success or in a related role, driving customer outcomes 1-1 and at scale. Customer success courses and certifications are nice-to-have, but experience in the field is much more important.

• 1-3 years of management experience or proven experience leading or mentoring members of a team.

• Real estate knowledge is preferred 

• Experience having C-level customer conversations that drive business for both parties and move the relationship forward.

• You are detail-oriented and organized, so you can effectively manage account inspection at a high volume level. 

• You can coach your team to drive the outcomes and outputs we need for the business versus coaching them only to activity metrics and process. 

• You can effectively coach your CSMs on when to pivot or adapt their coaching plan based on the customer’s response or pain points.

• You can identify what is needed (or what needs to be asked) to move a customer forward on their customer success journey.

• Ability to navigate and lead in a fast-paced, evolving CS organization.

Get to know us

Zillow is reimagining real estate to make home a reality for more and more people.

As the most-visited real estate website in the United States, Zillow® and its affiliates help movers find and win their home through digital solutions, first class partners, and easier buying, selling, financing and renting experiences. Millions of people visit Zillow Group sites every month to start their home search, and now they can rely on Zillow to help make it easier to move. The work we do helps people get home and no matter what job you're in, you will play a critical role in making home a reality for more and more people.

Our efforts to streamline the real estate transaction are supported by a deep-rooted culture of innovation, our passion to redefine the employee experience, a fundamental commitment to Equity and Belonging, and world-class benefits. These benefits include comprehensive medical, dental, vision, life, and disability coverages as well as parental leave, family benefits, retirement contributions, and paid time off. We’re also setting the standard for work experiences of the future, where our employees are supported in doing their best work and living a flexible, well-balanced life. But don’t just take our word for it. Read recent reviews on Glassdoor and recent recognition from multiple organizations, including: the 100 Best Companies to Work For, Glassdoor Employees’ Choice Award, Bloomberg Gender-Equality Index, Human Rights Campaign (HRC) Corporate Equity Index, and TIME 100 Most Influential Companies list.

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.

Applicants who receive job offers from Zillow Group will be asked to sign a Proprietary Rights Agreement which includes confidentiality, intellectual property assignment, customer and employee non-solicitation, and non-competition provisions. If you are contacted for a role at Zillow Group and wish to review a copy of the Proprietary Rights Agreement prior to receiving an offer, you may request a copy from your Recruiter.