Manager, Enterprise Customer Success

About the team

The Manager II, Account and Relationship Management leads a team that manages and grows a portfolio of customer or partner accounts, ensuring high satisfaction, strong retention, and sustainable revenue growth. This role sets account strategies, builds senior-level relationships, and coordinates cross-functional resources to deliver value, resolve complex issues, and identify opportunities for expansion. The manager provides day-to-day leadership, develops team capabilities, and uses data-driven insights to inform decisions and improve account outcomes.

About the role

- Define and execute account strategies that drive retention, satisfaction, and revenue growth across a portfolio of key customers or partners. - Lead, coach, and develop an account management team, setting clear goals, providing feedback, and building capabilities in consultative relationship management. - Build and deepen senior-level relationships with customer and partner stakeholders, acting as a trusted advisor on how Zillow solutions support their business objectives. - Coordinate cross-functional collaboration with Sales, Product, Marketing, Operations, and Support to deliver a seamless customer experience and resolve complex account issues. - Analyze account performance, pipeline, and health metrics to identify risks, uncover growth opportunities, and recommend data-driven action plans. - Oversee renewal and negotiation processes for assigned accounts, balancing customer needs with business goals to secure long-term agreements. - Standardize and continuously improve account management processes, playbooks, and reporting to increase efficiency and consistency across the team.

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 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. Employees in this role will not be paid below the salary threshold for exempt employees in the state where they reside.

Who you are

- Bachelor’s degree in Business, Marketing, Communications, or a related field. - 8+ years of experience in account management, customer success, or a closely related field, including experience managing complex customer or partner portfolios. - 2+ years of people leadership experience in a customer-facing or revenue-generating function. - Proven track record of driving account retention, expansion, and satisfaction in a fast-paced, matrixed environment. - Experience leading cross-functional initiatives and navigating senior stakeholder relationships. - Or an equivalent combination of education and experience.

Get to know us

At Zillow, we’re reimagining how people move—through the real estate market and through their careers. As the most-visited real estate platform in the U.S., we help customers navigate buying, selling, financing and renting with greater ease and confidence. Whether you're working in tech, sales, operations, or design, you’ll be part of a company that's reshaping an industry and helping more people make home a reality.

Zillow is honored to be recognized among the best workplaces in the country. Zillow was named one of FORTUNE 100 Best Companies to Work For® in 2025, and included on the PEOPLE Companies That Care® 2025 list, reflecting our commitment to creating an innovative, inclusive, and engaging culture where employees are empowered to grow.

No matter where you sit in the organization, your work will help drive innovation, support our customers, and move the industry—and your career—forward, together.

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.

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

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.