[Remote] Senior 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 own relationships with Aryeo’s largest and most strategic customers. The role leads onboarding, adoption, account health, retention, executive business reviews, and coordination with internal teams to help customers get lasting value from Aryeo.

Responsibilities

• Coordinate onboarding, configuration, and ongoing operational support across internal teams to deliver a smooth experience
• Lead day-to-day relationship management for an Enterprise book of business. Manage up to 75 high-value, and strategic accounts as the primary point of contact
• Lead Executive Business Reviews: Reviewing results, aligning on goals, and recommending the next steps that drive value
• Monitor health signals across your book, identify risk early, build plans to address it, and notify leadership promptly about any account at risk of cancellation
• Manage cancellations and escalations with care. Handle cancellation requests and customer concerns tactfully, working to reduce escalations and complaints across your accounts
• Drive adoption and engagement. Conduct proactive outreach, deliver training, and advise customers on best practices and the system and process changes that help them get more out of Aryeo

Skills

• Bachelor's degree in Business, Marketing, Communications, or a related field
• 5+ years of experience in account management, customer success, or a closely related client-facing role
• Proven track record managing a book of high-value accounts and meeting retention and account health targets
• Experience handling a portfolio of accounts with varying needs, including coordinating issue resolution and supporting renewals
• Strong technical aptitude, with the ability to master software that is constantly evolving and creatively solve complex problems within it
• Experience leading executive-level business reviews and strategic customer conversations
• Skill at using health data and customer signals to spot risk early and turn around at-risk accounts
• Excellent communication and interpersonal skills, including building rapport quickly and handling difficult conversations with tact
• Strong organization and time management skills, with the ability to balance competing priorities and tight deadlines

Benefits

• Eligible for equity awards based on factors such as experience, performance and location; actual amounts will vary depending on experience, performance and location.
• Remote position: work from a physical location of your choice, which must be identified to the Company.
• Most employees have the flexibility to work from wherever they’re most productive.

Company Overview

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