Enterprise Customer Success Manager - Dotloop

About the team

The Customer Success team within ShowingTime+ helps real estate agents, teams, and brokers deliver a seamless shopping and transaction experience using our suite of software solutions. ShowingTime+ is part of Zillow Group, whose mission is to give people the power to unlock life's next chapter. Our team focuses on exceptional customer experiences through thoughtful onboarding, retention and expansion of existing customers, and proactive, data-informed guidance that helps our partners get the most value from Zillow Group products.

About the role

The dotloop Enterprise Customer Success Manager is a strategic partner and trusted advisor for our brokerage and team customers. You will combine Zillow Group innovations, product capabilities, and best practices with your customers' business objectives to drive meaningful business value, executive alignment, and scalable impact across a portfolio of high-value accounts. In this senior (P4) role, you will help shape team-wide practices, lead key cross-functional initiatives, and mentor other CSMs, driving higher customer satisfaction, retention, and expansion while elevating how the broader Customer Success team operates.

You Will Get To

• Own a portfolio of high-value and complex brokerage and team customers as their primary strategic point of contact for dotloop, while being able to speak to other Zillow Group products.
• Manage onboarding and implementation for new mid-size and key account customers by defining clear success plans, aligning stakeholders, and driving strong adoption and engagement from launch.
• Use deep product and domain expertise to solve complex customer inquiries and proactively recommend best practices that drive outcomes and optimize workflows.
• Develop trusted, proactive advisor relationships with customers, including regular touchpoints and executive business reviews that tie product usage and insights to measurable business results.
• Analyze account usage and performance data to identify trends, risks, and opportunities, and build communication cadences that foster high engagement, retention, and expansion.
• Assess customer business needs and challenges to identify best-fit cross-sell and upsell opportunities, partnering closely with Sales and other stakeholders to execute growth strategies.
• Lead or co-lead strategic initiatives or campaigns-such as pilots, process improvements, or resource development-and bring aggregated customer insights to Product, Operations, and other partner teams to advocate for improvements.
• Mentor and support other CSMs by sharing playbooks, coaching on complex scenarios, and helping raise the overall bar for quality and consistency in customer engagement.

• You build strong, trust-based relationships with customers across electronic, virtual, and in-person formats, and you are comfortable engaging in executive-level conversations.
• You are passionate about understanding clients' desired outcomes and partnering with them to reach those outcomes through technology, enablement, and process change.
• You are passionate about technology, eager to deepen your product knowledge, and comfortable becoming a trusted resource for both customers and internal partners.
• You are an articulate and engaging communicator-both in writing and as a presenter-who can tailor messaging to different audiences and drive alignment across stakeholders.
• You are a focused, reliable, and self-directed problem-solver who can navigate ambiguity, use data to identify opportunities or risks, and drive complex workstreams to completion.
• You bring 5+ years of experience in Customer Success, Account Management, Consulting, or a comparable client-facing role (preferably in a SaaS environment), including work with complex or strategic accounts, and a demonstrated track record of owning a book of business and driving activation, adoption, retention, and expansion.
• You have experience leading initiatives, mentoring peers, or driving process improvements within a customer-facing team, and you are comfortable influencing without formal authority across cross-functional partners.
• You have strong analytical skills and proficiency with common productivity tools (such as Google Workspace), and you can translate data and insights into clear actions and recommendations for customers and internal stakeholders.
• You hold a bachelor's degree, or you bring equivalent work or military experience.
• Here at Zillow, we value the experience and perspective of candidates with non-traditional backgrounds. We encourage you to apply if you have transferable skills or related experiences, even if you don't meet every requirement above.