Manager, Customer Success – Strategic

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

📋 Description

• Lead and cultivate a team of Strategic Customer Success Managers who support high-value, complex clients across Showcase, Zillow Pro, and Follow Up Boss.

• Establish operational rhythms that include 1:1 meetings, strategic account reviews, call monitoring, risk assessments, and portfolio evaluations.

• Mentor CSMs in developing and implementing comprehensive strategic account plans.

• Enhance executive-level customer discussions by coaching on discovery, business reviews, recommendations, and measurable outcomes.

• Utilize Gong and other tools to analyze customer interactions and deliver actionable feedback.

• Foster multilevel customer relationships and establish lasting executive sponsorships.

• Collaborate with Sales on account strategy, commitments, renewal risks, expansion opportunities, and lifecycle management.

• Coordinate with Support, Product, Marketing, Operations, and other partners to address complex customer needs.

• Manage customer escalations while balancing resolution, relationship health, business impact, and scalability.

• Analyze performance trends, product usage, customer outcomes, relationship signals, and program metrics to prioritize accounts and inform coaching and resource allocation.

• Convert strategic customer insights into actionable recommendations for Product, Sales, Marketing, and senior leadership.

• Recruit, onboard, and develop high-performing talent while building leadership capabilities.

• Define and scale exemplary Strategic Customer Success practices at Zillow.

• Travel approximately 20% for internal events, leadership meetings, customer visits, industry conferences, and other strategic engagements.

⛳️ Requirements

• Over 7 years of experience in Customer Success, strategic account management, consultative sales, or a similar customer-facing role within a recurring-revenue, subscription, software, or advertising environment.

• More than 3 years of experience in managing people, specifically leading Customer Success Managers, strategic account managers, sellers, or other customer-facing teams.

• Experience in supporting Strategic, Enterprise, or similarly complex clients with multiple stakeholders, products, business units, or locations.

• Proven track record of driving adoption, retention, customer value, and expansion through structured account planning and value-driven customer engagement.

• Strong executive presence with the ability to coach others to communicate effectively with senior customer stakeholders.

• Experience in building multithreaded customer relationships and navigating complex organizational structures and stakeholder priorities.

• Capability to integrate multiple products and services into a unified customer strategy linked to measurable business outcomes.

• Experience in leading through change, including new product introductions, evolving customer programs, organizational transformations, integration efforts, or operating model development.

• Strong analytical skills and decision-making capabilities.

• Proven coaching skills utilizing behavior-based feedback, root-cause analysis, and structured performance support.

• Strong cross-functional leadership abilities across Sales, Product, Support, Marketing, and Operations.

• Experience in the real estate industry is advantageous, but not required.

• Willingness to travel approximately 20%.

🏝️ Benefits

• Equity awards

• Remote work from a location of choice

• Cloud HQ distributed work model

• Participation in internal events, leadership meetings, customer visits, and industry conferences as strategic engagements

• Equal opportunity and an inclusive, innovative work environment

• Accommodation support for disabilities or special needs