Senior Customer Success Manager

About The Team

Dotloop is Zillow Group’s transaction management platform that streamlines e‑signatures, document editing, compliance workflows, and team/brokerage oversight to make real estate transactions seamless and digital. Dotloop operates within Zillow Group, supporting agents, teams, and brokers with a modern, end‑to‑end transaction experience for their customers. Within dotloop, the Customer Success team delivers exceptional customer experiences and plays a critical role in onboarding, retaining customers, establishing regular cadence and rapport, understanding customer needs, addressing challenges, providing best‑practice guidance, and driving upsell/cross‑sell opportunities.

About The Role

The Senior Customer Success Manager (CSM) for dotloop aligns Zillow Group innovations, product capabilities, and documented best practices with each customer’s business objectives—driving adoption, measurable value, and executive alignment across a book of mid‑size accounts. You will own the post‑sale lifecycle, lead onboarding and engagement, proactively surface insights and recommendations, and identify expansion opportunities that support satisfaction, retention, and growth. This is a senior, autonomous role (approx. 3–5 years’ experience) that requires strong prioritization and a customer‑first mindset to balance customer needs with business goals in a dynamic environment.

You Will Get To:

• Manage onboarding and implementation for new mid-size customers, ensuring 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.

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 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

Who You Are

• Able to build strong relationships with customers across electronic and in-person formats.
• Passionate about identifying client outcomes and helping customers achieve them.
• 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.

Qualifications

• 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.

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.