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Senior Customer Success Manager

Senior Customer Success Manager

New
Z
ZillowReal estate software
U.S. employees may live in any of the 50 United States, with limited exceptions.Full-TimeSenior
SalaryIn California, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington DC the standard base pay range for this role is $41.30 - $65.90 hourly. In Colorado, Hawaii, Illinois, Maine, Minnesota, Nevada, Ohio, Rhode Island, Vermont, and Virginia the standard base pay range is $39.20 - $62.60 hourly. In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location.
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Job Details

Experience
5+ years of experience in account management, customer success, or a closely related client-facing role.
Required Skills
Customer SuccessAccount Management

Requirements

  • Bachelor’s degree in Business, Marketing, Communications, or a related field.
  • 5+ years of experience in account management, customer success, or a closely related client-facing role.
  • Proven track record managing a book of high-value accounts and meeting retention and account health targets.
  • Experience managing a portfolio of accounts with varying needs, coordinating issue resolution, and supporting renewals.
  • Strong technical aptitude and ability to master evolving software and solve complex problems within it.
  • Experience leading executive-level business reviews and strategic customer conversations.
  • Ability to use health data and customer signals to identify risk and turn around at-risk accounts.
  • Strong organization and time management skills, including balancing competing priorities and tight deadlines.
  • Excellent communication and interpersonal skills, including building rapport and handling difficult conversations with tact.

Responsibilities

  • Manage day-to-day relationships for an enterprise book of up to 75 high-value and strategic accounts as the primary point of contact.
  • Build tailored onboarding plans and lead customer onboarding and training through launch.
  • Coordinate onboarding, configuration, and ongoing operational support across internal teams.
  • Lead Executive Business Reviews, review results, align on goals, and recommend next steps.
  • Monitor account health signals, identify risks early, and build plans to address them.
  • Notify leadership promptly about accounts at risk of cancellation.
  • Handle cancellation requests and customer concerns tactfully, working to reduce escalations and complaints.
  • Conduct proactive outreach, deliver training, and advise customers on adoption and best practices.
  • Partner with Sales, Support, Product, and Engineering to support customer value, renewals, and issue resolution.
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In California, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington DC the standard base pay range for this role is $41.30 - $65.90 hourly. In Colorado, Hawaii, Illinois, Maine, Minnesota, Nevada, Ohio, Rhode Island, Vermont, and Virginia the standard base pay range is $39.20 - $62.60 hourly. In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location.
Apply Now