Client Success Specialist at Zillow

2 weeks ago

Little Ferry, New Jersey, United States Zillow Full time
About the Team


Zillow is a premier platform dedicated to empowering real estate professionals to enhance their businesses through organization, lead engagement, and accountability that drives measurable outcomes.


Are you eager to be part of a dedicated team that strives to deliver tangible results for its clients? The Customer Success department is pivotal to our operations, as this position is essential in assisting clients to establish and execute strategies that foster business growth.

About the Role

The daily tasks in this position encompass, but are not limited to:

Your primary focus will be to ensure our clients achieve success with our solutions, guiding them through optimal setup and activation within their initial engagement period.

You will become a knowledgeable and diligent expert in areas such as real estate lead generation, conversion strategies, sales enhancement, and customer service excellence.

Proactively reaching out to new clients via calls, texts, and emails will be crucial to ensure they are progressing towards their success.

Your role will involve assisting clients in implementing strategies and tools that yield significant business results. This includes setting clear, actionable objectives and working diligently to achieve them.

Hosting kickoff meetings, training sessions, and ongoing strategy discussions via virtual platforms will be essential to ensure clients maximize their use of our system. We prioritize uncovering the most significant opportunities for our clients rather than merely focusing on product usage.

You will manage relationships with key accounts, conducting regular check-ins and fostering trust as their reliable advisor.

Identifying opportunities to create enthusiastic advocates by connecting clients with the best resources, education, and community support available will be part of your responsibilities.

Monitoring accounts to ensure client satisfaction and proactively addressing any signs of potential churn will be vital.

You will represent clients' needs and requests across the organization.

Educating clients about newly launched features and functionalities, and demonstrating how these tools can add value to their operations will be a key aspect of your role.

This position is categorized as remote, allowing employees to work from a location of their choice, which must be communicated to the company.

Employees in the U.S. can reside in any of the 50 states, with some exceptions.

In specific states, the standard pay range for this role is $44.40 per hour.

This pay range is specific to certain states and may not apply to other locations.

Alongside a competitive base salary, this position is also eligible for equity awards based on various factors including experience, performance, and location.

Actual compensation will vary based on experience, performance, and location.

Who You Are

This role is suitable for you if:
- You are eager to learn and adapt continuously.
- You possess excellent interpersonal skills and can build rapport effortlessly.
- You are a problem solver who employs a consultative approach to identify optimal solutions.
- You are tech-savvy and proficient with SaaS applications, comfortable discussing technology integrations.
- You are a self-starter, capable of initiating new projects and pursuing innovative ideas.
- You are patient, insightful, and have a good sense of humor, viewing challenges as opportunities.

Our ideal candidate will possess the following qualities and qualifications:
- 3-5 years of experience in a customer-facing success role, particularly with enterprise-level accounts in a SaaS environment.
- Experience in real estate is beneficial but not mandatory.
- A strong internal drive and a proactive mindset; we adapt swiftly and assist numerous clients, always seeking efficiency.
- Exceptional written and verbal communication skills, maintaining a professional yet engaging demeanor.
- Based in the USA, with a home office equipped with reliable internet and free from distractions.
- A growth mindset and a desire to consistently deliver your best work.
- Previous remote work experience is considered advantageous.

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