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. …