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Customer Success Manager – Zillow

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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

 

 

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. Employees may live in any of the 50 US States, with limited exceptions. In certain cases, an employee in a remote-designated job may need to live in a specific region or time zone to support customers or clients as part of their role.

 

 

In California, Colorado, Connecticut, Nevada, New York City and Washington the standard base pay range for this role is $27.30 – $43.70 Hourly. This base pay range is specific to California, Colorado, Connecticut, Nevada, New York City and Washington 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

 

  • 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.