Customer Success Manager, MLS Accounts

About The Team

ShowingTime , a brand under Zillow, Inc., is revolutionizing the real estate industry with innovative products and services for agents, brokers, and MLSs. Our technology suite streamlines businesses, delivers exceptional experiences, and supports the evolving needs of the industry. Trusted by over a million professionals, ShowingTime is a market leader with cutting-edge solutions for showing management, offer management, analytics solutions and more.

About The Role

The Customer Success Manager for MLS & AOR is dedicated to onboarding and retaining MLS accounts, ensuring their satisfaction and success through relationship-building, best practice guidance, and customer success planning. This role requires someone with a passion for customer-centricity, strong problem-solving skills, and a proactive approach to driving customer satisfaction and retention. Successful candidates will excel in building strong customer relationships, navigating complex technical challenges, and advocating for customer needs to promote long-term success.

In this role, you will:

• Coordinate the onboarding experience for MLS or AOR customers; including integrations.
• Ensure retention of an assigned book of business by mitigating churn risks and fostering product adoption.
• Provide advanced troubleshooting support and analyze usage data to optimize product usage.
• Serve as the primary point of contact for MLS partners, handling escalations effectively.
• Develop and execute customer success plans to drive satisfaction, retention, and growth.
• Attend industry events to stay updated on trends and build industry relationships.
  
  

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 $27.80 - $44.40 Hourly. 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

You are a customer-centric professional with a strong technical background and a passion for building and nurturing relationships. You thrive in a fast-paced environment and excel at troubleshooting complex issues, advocating for customer needs, and driving customer satisfaction. Your communication skills are top-notch, allowing you to effectively collaborate with cross-functional teams and handle customer escalations with ease. You are proactive, detail-oriented, and constantly seeking opportunities to improve customer experiences and drive long-term success.

• Bachelor's degree or commensurate work or military experience.
• 2 years of experience in Customer Success, Account Management, or a similar role preferably in a SAAS or XAAS environment.
• Ability to build strong relationships with customers, both over the phone and in person.
• Passion for identifying clients' desired outcomes and assisting customers in achieving those outcomes.
• Strong interest in technology and a motivation to learn and master product knowledge.
• Proficient in articulate and engaging presentation skills, both via webinar and in person.
  
  

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.