Customer Success Manager
Ncontracts
Senior Customer Success Manager
Zillow
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Senior
About the role
- Own the post‑sale lifecycle for a book of mid‑size accounts, leading onboarding and implementation to ensure high adoption and engagement.
- Use deep product knowledge to resolve complex inquiries and deliver outcomes-driven service and best-practice guidance across your book of business.
- Build trusted, proactive advisor relationships through regular touchpoints and executive business reviews.
- Analyze account usage data and develop communication cadences that foster engagement and maximize retention.
- Communicate proactively to drive strategic value, expand solution adoption, and recommend best practices that optimize customer experience.
- Assess customer business needs and challenges to identify and qualify cross-sell and up-sell opportunities.
- Participate in strategic initiatives and campaigns as needed.
Requirements
- 3–5 years of experience in Customer Success, Account Management, or a comparable role (preferably in a SaaS environment).
- Bachelor’s degree, or commensurate work or military experience.
- Excellent verbal and written communication skills.
- Proficiency with Google Workspace (G Suite).
- Strong attention to detail and critical thinking.
- Able to build strong relationships with customers across electronic and in-person formats.
- Enthusiastic about technology, with motivation to learn and master product knowledge.
- An articulate and engaging presenter in webinars and in-person settings.
- A focused, reliable, self-starter with strong critical problem-solving skills.
Benefits
- Competitive base salary and eligibility for equity awards based on experience, performance and location.
- Comprehensive medical, dental, vision, life, and disability coverages.
- Parental leave and family benefits.
- Retirement contributions.
- Paid time off.
- Flexible, distributed-first work model (Cloud HQ) and remote work flexibility.
- Recognition and awards from external organizations.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Customer SuccessAccount ManagementSaaSdata analysiscross-sellup-sellproduct knowledgecommunication cadencesbest practicesstrategic initiatives
Soft skills
verbal communicationwritten communicationattention to detailcritical thinkingrelationship buildingpresentation skillsself-starterproblem-solvingengagementproactive communication
