Associate Manager, Customer Success

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 to facilitate their professional development and accomplishment of key business outcomes.
Analyzing and implementing key performance metrics to assess the team’s performance; recognizing trends and leading actions to maximize productivity and achieve objectives.
Cultivating relationships and collaborating with cross-functional partners to iterate on or implement workflows that maximize efficiency, the customer experience, and to establish a culture of continuous improvement.
Establishing and maintaining strategies and playbooks that result in a high level of customer satisfaction, customer retention, and customer adoption for the entire book of business.
Defining scope, timeliness, resources, prioritization, and anticipating 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.
Assessing capacity for each direct report, and distributing work based on availability and expertise to ensure objectives are met.
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, Illinois, Maryland, Massachusetts, Minnesota, Nevada, New Jersey, New York, Rhode Island, Vermont, Washington state, and Washington DC the standard base pay range for this role is $76,600.00 - $122,400.00 Annually. This base pay range is specific to California, Colorado, Connecticut, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Nevada, New Jersey, New York, Rhode Island, Vermont, 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 customers in a dynamic and changing real estate market.

Requirements:

Four-year degree or equivalent experience preferred
Goal-driven with emphasis on driving results through others
Strong analytical skills and the ability to implement, measure, and performance manage based on quantifiable KPIs
3 - 5 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 direct reports
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

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, ****** 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.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state and local law.

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.

United States Show on map Get directions