Customer Success Manager

About The Team Zillow'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 The Customer Success Manager oversees a portfolio of Zillow’s customers across Zillow Pro, Follow Up Boss, and Showcase, delivering an elevated experience to agents, teams and brokerages. As the primary post-sales owner for your book of business, you leverage data, customer insights, and cross-functional collaboration to drive adoption, retention, and expansion across this full product suite. By balancing onboarding, ongoing strategic reviews, and proactive account health management, you ensure customers gain maximum value from their investment in Zillow’s offerings. What You’ll Do The Customer Success Manager will act as a trusted consultant, coach, and accountability partner to customers across multiple Zillow products. They are expected to build trust and value quickly; understand the agent’s business, goals, and potential challenges; and advise customers on best practices, workflows, and strategies that drive measurable business outcomes. This is accomplished by: - Serve as the primary post-sales consultant for a portfolio of SMB/MM customers using Showcase, Follow Up Boss, and Zillow Pro, building trust and driving day-to-day success across the product suite. - Lead onboarding, enablement, and early value realization, ensuring customers