Enterprise Customer Success Manager

About the team Zillow’s Agent Software and Advertising org is a collection of software and advertising solutions that focus on providing services to all real estate agents, teams, and brokers to facilitate a seamless shopping and transaction experience for their clients. The team values delivering exceptional customer experiences and plays a critical role in onboarding new customers, retaining customers, establishing regular cadence and rapport, understanding customer needs, addressing customer challenges, providing best practice guidance, and driving upsell/cross-sell opportunities. The Senior Customer Success Manager for Zillow Showcase plays a critical role in handling large, complex, and high spend accounts. This senior position takes on the responsibility of efficiently onboarding Brokerages using industry-leading implementation practices. The key focus of this role is to establish strong relationships with customers, ensure successful implementations that align with their specific expectations, and drive product adoption. About the role The Senior Customer Success Manager on our Enterprise team is responsible for a book of business comprising our larger, more complex customer relationships. They are expected to quickly build rapport; understand the agent’s business, goals and potential challenge; and advise our customers on best practices. This is accomplished by: Being a Trusted Advisor Serve as the day-to-day relationship lead for Showcase customers in our Enterprise