About the team

ShowingTime+ is a collection of brands and software solutions that focus on providing services to all real estate agents, teams, and brokers to facilitate a seamless shopping and transaction experience for their customers. ShowingTime+ is part of Zillow Group, whose mission is to give people the power to unlock life’s next chapter.
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 effectiveness of the Manager of Customer Success is ultimately evaluated based on the seamless execution of goals that align with the overarching objectives of ShowingTime+ and customers’ quality standards.
This role at ShowingTime+ offers an opportunity to work with a dedicated team, focusing on hiring, developing, and coaching successful Customer Success Managers and Senior Customer Success Managers.

About the role

As the Associate Manager of Customer Success you’ll be responsible for leading, driving, and coaching a team of Customer Success Managers and Senior Customer Success Managers to improve their proactive management of their book of business.  You’ll often consult with business leaders to continue to innovate and drive the business forward, in addition to driving improvements and innovation in day-to-day operations within the Customer Success team. Responsibilities will include:

• Leading a team and providing coaching to all team members relative to a best-in-class customer experience and operations.

• Cultivating relationships with Sales leadership and other cross-functional partners to understand customers' expectations and drive successful outcomes.

• Collaborating with Product Development to understand our product’s capabilities and serve as the voice of the customer.

• Collaborating with Business Operations and Customer Operations to implement workflows that maximize efficiency, the customer experience, and to establish a culture of continuous improvement.

• Maintaining a close connection to and/or leading relevant projects; communicating status updates to various stakeholders.

• Establishing and maintaining a high level of customer satisfaction, customer retention, and customer adoption for the book of business.

• Define scope, timeliness, resources, prioritization, and anticipate potential roadblocks of team projects.

• Fostering a working environment that is energizing, motivating, and contributes to positive team engagement.

• Collaborating with direct reports to drive personal and organizational success; executing Zillow’s core people practices including performance management, professional development, coaching, and recognition.

• Understanding capacity for each direct report, and distributing work based on availability and expertise to ensure objectives are met.

• Analyzing and implementing key performance metrics to assess the team’s performance; recognizing trends and leading actions to maximize productivity and efficiencies.

• Implementing internal workflow policies/procedures; recommending and managing improvement efforts.

• Serving as an escalation point for client inquiries or issues where appropriate.

• Occasional travel to internal meetings, industry events, and/or in-person client visits.

This role has been categorized as a Remote position. “Remote” employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice, which must be identified to the Company. U.S. employees may live in any of the 50 United States, with limited exceptions.

In California, Colorado, Connecticut, Hawaii, Nevada, New York, Washington state, and Washington DC the standard base pay range for this role is $74,700.00 - $119,300.00 Annually. This base pay range is specific to California, Colorado, Connecticut, Hawaii, Nevada, New York, Washington state, and Washington DC and may not be applicable to other locations.

In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location. Actual amounts will vary depending on experience, performance and location.

Who you are

This role requires focus on the success of our ShowingTIme+ customers in a dynamic and changing real estate market.

Requirements:

• Four-year degree or equivalent experience preferred

• 3+ years of Customer Success or equivalent experience required

• Previous management  experience preferred but not required

• Real estate knowledge preferred

• Excellent leadership and motivational skills; must excel at providing direction, motivating, and coaching to direct reports and be visible with front-line managers and associates

• Excellent written and verbal communications and interpersonal skills

• Organizational and time management skills

• Exceptional collaboration skills and the ability to receive and implement feedback

• Demonstrated proficiency with complex technology services or products

• Ability to adapt to change and a rapidly growing environment

• Strong analytical skills

• Goal-driven with emphasis on driving results through others

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 your recruiter directly.

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.