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 unique needs of each 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, account health, relationship strength, risks, and next steps. Coach CSMs to build and execute comprehensive account 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 and building durable executive sponsorship. Partner closely with Sales to align on account strategy, customer commitments, renewal risk, expansion opportunities, and ownership throughout the customer lifecycle. Coordinate across Support, Product, Marketing, Operations, and other cross-functional partners to resolve complex customer needs and deliver a cohesive, one-Zillow experience. Lead customer escalations with urgency and sound judgment, balancing immediate resolution with long-term relationship health, business impact, and internal scalability. Use performance trends, product utilization, customer outcomes, relationship signals, and program metrics to prioritize accounts, identify systemic barriers, and guide coaching and resource allocation. Translate insights from Strategic customers into clear themes and recommendations for Product, Sales, Marketing, and senior leadership. Hire, onboard, and develop high-performing talent while raising the bar for strategic thinking, ownership, prioritization, executive communication, and decision-making. Build leadership capability within the team by identifying emerging leaders, creating meaningful development opportunities, and maintaining a strong bench of future talent. Help define what excellent Strategic Customer Success looks like at Zillow by bringing a point of view, testing new approaches, learning quickly, and turning successful practices into scalable frameworks. Travel approximately 20% of the time for internal events, leadership meetings, customer visits, industry conferences, and other strategic engagements. This role