Manager, Customer Success, Strategic

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. We enable customers to use Zillow’s offerings effectively to turn insights into action, drive measurable results, and build lasting value. Our bundled software solution brings together Zillow Pro, Follow Up Boss, and Showcase into a cohesive suite of tools designed to help agent customers drive more transactions. By integrating these products, we deliver a connected workflow and advertising experience that streamlines agent communication, expands advertising reach, and optimizes every stage of the sales process—from winning more listings to converting more leads efficiently. About the role As Manager, Customer Success – Strategic Segment, you will lead a high-impact team of Customer Success Managers responsible for Zillow’s largest and most complex agent customers across our multi-product portfolio, including Showcase, Zillow Pro, and Follow Up Boss. You will coach your team to develop trusted relationships with senior customer stakeholders, build strategic account plans, and connect Zillow’s products to each customer’s business priorities, operating model, and growth goals. You will establish the operating discipline needed to manage complex books of business while ensuring your team can adapt its approach to the [... source excerpt omitted ...] ch Strategic customer. You will also serve as a visible change leader and cross-functional partner, helping shape how Zillow supports its most valuable customers as our products, customer experience, and go-to-market strategy continue to evolve. What You’ll Do Lead and develop a team of Strategic Customer Success Managers supporting high-value, complex customers across Showcase, Zillow Pro, and Follow Up Boss, with accountability for adoption, customer value, retention, and expansion. Establish a consistent operating rhythm—including 1:1s, strategic account reviews, call listening, risk reviews, and portfolio inspections—that creates clear visibility into customer outcomes, a [... source excerpt omitted ...] plans that connect customer priorities, business objectives, product utilization, stakeholder relationships, risks, and growth opportunities. Raise the quality of executive-level customer conversations by coaching value-driven discovery, business reviews, strategic recommendations, and clear alignment around measurable outcomes. Use Gong and other tools to identify patterns across customer conversations, provide specific and actionable feedback, and strengthen executive presence, discovery, multithreading, and follow-through. Ensure Strategic accounts have strong relationships across multiple levels of the customer organization, reducing reliance on a single point of contact a