About the team
Plans and oversees enterprise-level support and service activities for company products and services for a designated client or group of clients. Ensures quality service and operational performance within the parameters of program and delivery standards. Develops client relationship and understanding of client business and product installations to identify service needs, plan service delivery and drive use of proactive service and support mechanisms to reduce client downtime and support costs. Acts as single point of client contact to coordinate resolution of service incidents and escalation of technical issues. Collaborates with sales and support groups to demonstrate value of support offering to client and identify opportunities for expanded support business.About the role
The Showcase Customer Success Manager (CSM) combines Showcase innovations, product capabilities and methodologies with our customer’s business objectives and priorities. CSMs drive partner adoption and success through white-glove strategic management, mentoring and building customer relationships and the expansion of ShowingTime+ products and services. This is achieved by:
- Having a book of business and helping to nurture our next generation of top listing agents.
- Developing a trusted, proactive, advisor relationship with customers.
- Onboarding and training customers on the Showcase product
- Discovering and influencing the customers’ internal metrics for success of Showcase and ensuring the customer knows how to achieve and measure those results.
- Influencing future lifetime value through higher product adoption, customer happiness and overall health scores.
- Driving new business growth through greater advocacy and reference-ability.
- Growing renewal rates and reducing churn.
- Collaborating with the Sales organization to formulate renewal strategy, case values, and options to efficiently complete customer renewals and up-sell opportunities.
- Advocating on behalf of client’s needs to internal teams.
You will be measured on:
- Revenue growth through upselling and cross-selling
- Revenue and account retention
- Success Consultations completed in acceptable frequency and time frame
- Quality of the success management experience (NPS/CSAT>90%)
- Increase and maintain client engagement in ShowingTime+ products
Who you are
This role requires focus on the success of our Showcase customers in a dynamic and changing real estate market. Requirements:
- 2+ years account management or sales experience preferably in a SAAS or tech environment.
- Experience leading contract-based accounts with roughly 200 clients and $200K+ monthly recurring revenue.
- Ability to identify, grow and retain engaged clients.
- Possess a high energy, strong desire to achieve top results with a positive demeanor via phone and in person.
- High degree of ownership and dedication to work quickly and accurately in a changing environment.
- Ability to stay organized and handle a lot on your plate.
- Ability to work with sales partners to help cultivate client growth or resolution.
- Focused, reliable and a responsible self-starter that can self-manage with strong critical problem-solving skills.
Get to know us
Zillow is reimagining real estate to make home a reality for more and more people.
As the most-visited real estate website in the United States, Zillow® and its affiliates help movers find and win their home through digital solutions, first class partners, and easier buying, selling, financing and renting experiences. Millions of people visit Zillow Group sites every month to start their home search, and now they can rely on Zillow to help make it easier to move. The work we do helps people get home and no matter what job you're in, you will play a critical role in making home a reality for more and more people.
Our efforts to streamline the real estate transaction are supported by a deep-rooted culture of innovation, our passion to redefine the employee experience, a fundamental commitment to Equity and Belonging, and world-class benefits. These benefits include comprehensive medical, dental, vision, life, and disability coverages as well as parental leave, family benefits, retirement contributions, and paid time off. We’re also setting the standard for work experiences of the future, where our employees are supported in doing their best work and living a flexible, well-balanced life. But don’t just take our word for it. Read recent reviews on Glassdoor and recent recognition from multiple organizations, including: the 100 Best Companies to Work For, Glassdoor Employees’ Choice Award, Bloomberg Gender-Equality Index, Human Rights Campaign (HRC) Corporate Equity Index, and TIME 100 Most Influential Companies list.
Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please contact us at RecruitingAccessibility@zillowgroup.com.
Applicants who receive job offers from Zillow Group will be asked to sign a Proprietary Rights Agreement which includes confidentiality, intellectual property assignment, customer and employee non-solicitation, and non-competition provisions. If you are contacted for a role at Zillow Group and wish to review a copy of the Proprietary Rights Agreement prior to receiving an offer, you may request a copy from your Recruiter.
