Job Description
At arenaflex, we're redefining the real estate experience to make home a reality for more and more people. As a Senior Customer Success Manager on our Enterprise team, you'll play a critical role in handling large, complex, and high-spend accounts for arenaflex's Showcase product. If you're passionate about delivering exceptional customer experiences, driving product adoption, and influencing strategies and tactics, we want to hear from you. **About the Team** arenaflex's Agent Software and Advertising org is a collection of software and advertising solutions that focus on providing services to all real estate agents, teams, and brokers to facilitate a seamless shopping and transaction experience for their clients. Our team values delivering exceptional agent customer experiences and plays a critical role in bringing new agent customers onboard by establishing rapport, understanding agent needs, and addressing challenges. As a Senior Customer Success Manager, you'll be part of a dynamic and changing real estate market, working closely with our customers to ensure their success and growth. **About the Role** As a Senior Customer Success Manager on our Enterprise team, you'll be responsible for a book of business comprising our larger, more complex customer relationships. You'll be expected to quickly build rapport, understand the agent's business, goals, and potential challenges, and advise our customers on best practices. Your key responsibilities will include: * **Being a Trusted Advisor** + Serve as the day-to-day relationship lead for Showcase customers in our Enterprise segment + Host monthly Business Reviews to discuss engagement, updated customer goals, and share business or product updates + Deliver subject matter expertise on Showcase (including media and marketing) + Tactfully address challenges and concerns while driving towards initial implementation + Proactively advise customers on best practices and recommend system and process changes that are essential for achieving customer outcomes * **Driving Product Adoption** + Champion Zillow Showcase and related products and features to agents within your client's brokerage + Deliver training sessions to new users through phone/web-based or in-person interactions + Ensure implementation and adoption aligns with internal goals and customer goals + Collaborate with Sales to determine renewal strategy and identify expansion opportunities * **Influencing Strategies and Tactics** + Leverage tableau reporting, listing performance dashboard, and agent rosters to demonstrate areas of opportunities for your customer + Support your clients' goals through accountability targets + Influence future lifetime value through higher product adoption, retention, and overall customer health scores **Who You Are** We're looking for a seasoned professional with a passion for delivering exceptional customer experiences. To be successful in this role, you'll need: * Four-year degree or equivalent experience * At least 5 years' experience in a client-facing position (e.g., customer success, sales, business solutions, support) * Knowledge of the real estate industry preferred * Strong communications and interpersonal skills * Demonstrated organizational and time management skills * Flexibility in scheduling to meet customer needs with short turnaround * Ability to manage project completion with tight deadlines * Ability to work efficiently and effectively on project teams **Transferable Skills** We encourage you to apply if you have transferable skills or related experiences. If you're a motivated and results-driven individual with a passion for delivering exceptional customer experiences, we want to hear from you. **Get to Know Us** arenaflex 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, arenaflex 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 arenaflex Group sites every month to start their home search, and now they can rely on arenaflex to help make it easier to move. 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. **What We Offer** * Competitive base salary: $34.00 - $54.40 Hourly (California, Colorado, Connecticut, Hawaii, Maryland, Massachusetts, Nevada, New Jersey, New York, Vermont, Washington state, and Washington DC) * Eligibility for equity awards based on factors such as experience, performance, and location * Comprehensive benefits package, including medical, dental, vision, life, and disability coverages * Parental leave, family benefits, retirement contributions, and paid time off * Flexible work arrangements and a commitment to work-life balance * Opportunities for professional growth and development * A dynamic and supportive work environment **Join Our Team** If you're passionate about delivering exceptional customer experiences and driving product adoption, we want to hear from you. Apply now to become a part of our dynamic and changing real estate market. Apply for this job