Senior Customer Success Manager at Zillow

Job description

About the team The Aryeo Customer Success team partners with real estate media companies throughout their customer journey, from onboarding and launch through ongoing adoption and growth. We help customers get the most value from Aryeo by understanding their goals, providing strategic guidance, and proactively addressing risks and opportunities. The team collaborates closely with Sales, Support, Product, Engineering, and other cross-functional partners to deliver a consistent customer experience, strengthen long-term relationships, and ensure customer feedback informs how Aryeo continues to evolve. About the role As a Senior Customer Success Manager, you'll own the long-term relationships with Aryeo's largest and most strategic customers. You'll receive new accounts directly from Sales, build a tailored onboarding plan for each customer, and lead their onboarding and training through a successful launch. Once a customer launches, you become their trusted advisor, driving adoption, account health, and retention across your book of business. You'll lead executive-level conversations, spot risk before it becomes churn, and partner with Sales, Support, Product, and Engineering so every customer gets lasting value from Aryeo. You will get to Coordinate onboarding, configuration, and ongoing operational support across internal teams to deliver a smooth experience. Lead day-to-day relationship management for an Enterprise book of business. Manage up to 75 high-value, and strategic accounts as the primary point of contact, Lead Executive Business Reviews: Reviewing results, aligning on goals, and recommending the next steps that drive value. Monitor health signals across your book, identify risk early, build plans to address it, and notify leadership promptly about any account at risk of cancellation. Manage cancellations and escalations with care. Handle cancellation requests and customer concerns tactfully, working to reduce escalations and complaints across your accounts. Drive adoption and engagement. Conduct proactive outreach, deliver training, and advise customers on best practices and the system and process changes that help them get more out of Aryeo. 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, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington DC the standard base pay range for this role is $41.30 - $65.90 hourly. This base pay range is specific to these locations and may not be applicable to other locations.

In Colorado, Hawaii, Illinois, Maine, Minnesota, Nevada, Ohio, Rhode Island, Vermont, and Virginia the standard base pay range for this role is $39.20 - $62.60 hourly. The base pay range is specific to these locations 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. 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. 5+ years of experience in account management, customer success, or a closely related client-facing role. Proven track record managing a book of high-value accounts and meeting retention and account health targets Experience handling a portfolio of accounts with varying needs, including coordinating issue resolution and supporting renewals. Strong technical aptitude, with the ability to master software that is constantly evolving and creatively solve complex problems within it Experience leading executive-leve