Customer Success Manager

About the team

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 bringing new customers onboard by establishing rapport, understanding customer needs, and addressing challenges.
The Customer Success Manager role at Listing Showcase offers an opportunity to work with a dedicated team, focusing on efficient onboarding practices and collaboration to ensure successful client conversions.

About the role

The Customer Success Manager at Listing Showcase is responsible for efficiently onboarding customers using industry-leading implementation practices. They handle a wide range of customer relationships, from single agent implementation, to complex, multi-office setups.

This is accomplished by:

• Establishing immediate rapport and connection, quickly understand customer’ needs, and tactfully address challenges and concerns while driving the implementation forward

• Serving as the primary point of contact for clients throughout the implementation process, with the responsibility of escalating needs, issues, and concerns to business partners and management whenever necessary.

• Acting as a subject matter expert and advocate for Listing Showcase, ensuring that the setup aligns with customers’' specific expectations

• Proactively advising customers on best practices and recommending system and process changes that are essential for achieving implementation milestones and goals.

• Influencing future lifetime value through higher product adoption, customer happiness and overall health scores.

• Delivering training sessions to new users through phone/web-based or in-person interactions.

• Transitioning customers to Senior Account Advisor once the implementation process is successfully completed and providing them with Customer support resources.

• Providing valuable guidance and support to train and mentor new team members

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.

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