Enterprise Customer Success Manager

This is a fully remote position, open to applicants in Colorado.

📋 Description

• Act as the primary relationship manager for Showcase customers within the Enterprise segment.

• Conduct monthly Business Reviews to evaluate engagement, discuss updated customer objectives, and share business or product developments.

• Provide expert knowledge on Zillow Showcase, encompassing media and marketing aspects.

• Tackle challenges and concerns while facilitating initial implementation processes.

• Advise clients on best practices and suggest modifications to systems and processes.

• Advocate for Zillow Showcase and its related products and features among agents in client brokerages.

• Conduct training sessions for new users via phone, web-based platforms, or in-person meetings.

• Ensure that implementation and adoption strategies are in line with both internal and customer objectives.

• Work in conjunction with Sales to formulate renewal strategies and pinpoint expansion prospects.

• Utilize Tableau reporting, listing performance dashboards, and agent rosters to uncover opportunities.

• Assist clients in achieving their goals by setting accountability targets.

• Enhance lifetime value through product adoption, retention, and monitoring customer health scores.

• Efficiently onboard large, intricate, and high-budget brokerage accounts.

⛳️ Requirements

• Bachelor's degree or equivalent experience.

• Minimum of 5 years’ experience in a client-facing role (e.g., customer success, sales, business solutions, support).

• Familiarity with the real estate industry is preferred.

• Excellent communication and interpersonal skills.

• Proven organizational and time management abilities.

• Flexibility in scheduling to accommodate customer needs with quick turnaround times.

• Capability to manage project completion under tight deadlines.

• Ability to work efficiently and collaboratively within project teams.

🏝️ Benefits

• Equity awards.

• Opportunity for remote work from any physical location chosen by the employee.

• Employees can reside in any of the 50 United States, with some limited exceptions.

• Flexible work arrangements available through Cloud HQ.

• Commitment to equal employment opportunities and disability accommodations.