Customer Success Manager, Follow Up Boss

About the teamFollow Up Boss is a best-in-class CRM focused on helping real estate teams build more successful businesses by getting organized, engaging their leads, and creating accountability to drive results.
Do you want to join a passionate team that works hard to deliver real results for its customers? Customer Success is central to our business as this role helps our customers set up and implement strategies to drive more business for them and their teams.

About the role

The daily responsibilities in this role include, but are not limited to:

• Helping customers succeed with the product and ensuring they are successfully set up within their first 90 days.

• Becoming an authority in real estate lead generation, lead conversion, sales optimization, and customer service.

• Proactively contacting new customers via calls, texts, and emails to ensure their success.

• Assisting customers in implementing strategies and tools to achieve business results.

• Hosting kickoff calls, training sessions, and ongoing strategy sessions via Zoom.

• Maintaining relationships with key accounts, conducting regular check-ins, and building rapport as a trusted advisor.

• Seeing opportunities to connect customers with the best tools, education, and community resources.

• Providing timely and adaptable support to address questions and strategic needs.

• Supervising accounts to ensure customer satisfaction and addressing any signs of churn.

• Advocating for customers' needs across the company.

• Educating customers about new features and functionalities to build additional value.

• Running a book size of up to 120 teams.

• Working with a minimum of five teams every single day in a significant capacity.

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 California, Colorado, Connecticut, Hawaii, Illinois, Maryland, Minnesota, Nevada, New York, Washington state, and Washington DC the standard base pay range for this role is $28.90 - $46.10 Hourly. This base pay range is specific to California, Colorado, Connecticut, Hawaii, Illinois, Maryland, Minnesota, Nevada, New York, Washington state, and Washington DC and may not be applicable to other locations.

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.

Who you are

This role is for you if:

• Willing to learn and adapt all of the time.

• A people person who is able to establish rapport instantly.

• Have a consultative approach and is able to conduct regular discovery sessions to identify business opportunities.

• Tech-savvy and efficient with SaaS applications. You can navigate sophisticated use cases involving multiple integrations and lead sources.

• A self-starter who can take initiative on new projects and ideas and run with them.

• You see challenges not as obstacles but as opportunities.

• Are both proactive and reactive. Can schedule and handle time effectively with teams during onboarding and for those at risk of low adoption. 

Our ideal candidate has these top qualities and qualifications:

• 3-5 years experience in a customer-facing success role working with enterprise-level accounts at a SAAS company.

• Real estate experience is not required but is helpful.

• Superb written and verbal skills are crucial (with a professional yet fun demeanor).

• A growth mindset and hunger to always do your best work.

• Remote work experience is considered an asset.

Get to know us

Zillow is reimagining real estate to make home a reality for more and more people.

As the most-visited real estate website in the United States, Zillow® and its affiliates help movers find and win their home through digital solutions, first class partners, and easier buying, selling, financing and renting experiences. Millions of people visit Zillow Group sites every month to start their home search, and now they can rely on Zillow to help make it easier to move. The work we do helps people get home and no matter what job you're in, you will play a critical role in making home a reality for more and more people.

Our efforts to streamline the real estate transaction are supported by a deep-rooted culture of innovation, our passion to redefine the employee experience, a fundamental commitment to Equity and Belonging, and world-class benefits. These benefits include comprehensive medical, dental, vision, life, and disability coverages as well as parental leave, family benefits, retirement contributions, and paid time off. We’re also setting the standard for work experiences of the future, where our employees are supported in doing their best work and living a flexible, well-balanced life. But don’t just take our word for it. Read recent reviews on Glassdoor and recent recognition from multiple organizations, including: the 100 Best Companies to Work For, Glassdoor Employees’ Choice Award, Bloomberg Gender-Equality Index, Human Rights Campaign (HRC) Corporate Equity Index, and TIME 100 Most Influential Companies list.

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.

Applicants who receive job offers from Zillow Group will be asked to sign a Proprietary Rights Agreement which includes confidentiality, intellectual property assignment, customer and employee non-solicitation, and non-competition provisions. If you are contacted for a role at Zillow Group and wish to review a copy of the Proprietary Rights Agreement prior to receiving an offer, you may request a copy from your Recruiter.