[Remote] Enterprise Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Zillow is hiring a Senior Customer Success Manager to support larger, more complex enterprise customers using Zillow Showcase. The role builds customer relationships, leads implementation and adoption, advises on best practices, and works to support retention and expansion.

Responsibilities

• 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
• 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
• 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

Skills

• Four-year degree or equivalent experience
• At least 5 years' experience in a client-facing position (e.g.customer success, sales, business solutions, support)
• 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
• Knowledge of the real estate industry preferred

Benefits

• Eligible for equity awards based on factors such as experience, performance and location.
• Remote position; most employees have the flexibility to work from wherever they’re most productive.

Company Overview

Company H1B Sponsorship