Senior Customer Success Manager, Showcase

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 Senior Customer Success Manager at Listing Showcase plays a critical role in handling large, complex, and high spend accounts. This senior position takes on the responsibility of efficiently onboarding customers using industry-leading implementation practices. The key focus of this role is to establish strong relationships with customers, drive successful implementations that align with their specific expectations, and encourage product adoption.

About the role

The Senior Customer Success Manager at Listing Showcase is responsible for the ownership of our larger, more complex customer relationships. They are expected to quickly build rapport, understand potential challenges and advise our customers on best practices. 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 customer journey, owning a book of business comprising of our larger and more complex customers

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

• Proactively advising customers on best practices and recommending system and process changes that are essential for achieving customer outcomes

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

• Hosting monthly or quarterly Business Reviews to discuss engagement, updated customer goals and share business or product updates

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

• Leading or representing the Customer Success team in collaboration efforts with other internal teams to determine renewal strategy and identify expansion opportunities

• 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.

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