Customer Success Manager, Southeast

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. This role has been categorized as a Remote position. “Remote” employees do not have a perma [... source excerpt omitted ...] on experience, performance and location. Employees in this role will not be paid below the salary threshold for exempt employees in the state where they reside. Who you are 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 Z [... source excerpt omitted ...] e through structured trainings, working sessions, and ongoing coaching that improve lead management, follow-up, and operational efficiency. ● Use data and best practices to guide customer strategy, translating product usage and performance insights into clear, actionable recommendations that improve core business metrics. ● Maintain account health and retention readiness, proactively identifying adoption gaps or risks and partnering with Sales to support renewals and expansion opportunities. ● Collaborate closely with internal partners (Sales, Implementation, and Support) to deliver a consistent, high-quality customer experience and surface feedback that improves our products