Client Experience Manager, New Construction

Zillow Group is looking for a Client Experience Manager (CEM) to join our growing New Construction team. In this post-sale, client-facing role, you will partner closely with builder clients and Sales to deliver a seamless experience from onboarding through ongoing account management. You’ll use data and insights to guide strategy, improve performance, and help clients get the most value from the Zillow platform, while strengthening long-term partnerships that support business growth. You Will Get To

• Partner with Sales to ensure a smooth transition from pre-sale to post-sale and align on client strategy from day one.
• Build trusted relationships with builder clients and serve as a consistent point of contact for day-to-day engagement.
• Lead recurring client conversations with your Seller, including education, performance reviews, and strategy discussions.
• Analyze account and campaign performance, translating data into clear insights and actionable recommendations.
• Proactively identify risks, opportunities, and optimizations that improve client outcomes and long-term engagement.
• Drive adoption and effective use of Zillow products by educating clients on platform functionality, best practices, and ways to maximize value.
• Troubleshoot and resolve billing, reporting, and product-related issues to deliver a seamless client experience.
• Collaborate with Sales, Support, Product, and Operations to advocate for client needs and share feedback that improves products and processes.

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 $34.40 - $55.00 hourly. This base pay range is specific to these locations and may not be applicable to other locations. In Colorado, Hawaii, Illinois, Minnesota, Nevada, Ohio, Rhode Island, and Vermont the standard base pay range for this role is $32.70 - $52.30 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

• 3–5+ years of experience in account management, client success, or a related client-facing role.
• Bachelor’s degree in Marketing, Communications, Business, or a related field, or equivalent practical experience.
• Experience managing client relationships and serving as a trusted point of contact for ongoing engagement.
• Analytical and comfortable interpreting performance data to develop meaningful insights and recommendations.
• A clear and confident communicator with strong written and verbal communication skills.
• Proactive, organized, and detail-oriented, with the ability to manage multiple clients and competing priorities in a fast-paced environment.
• Experience using CRM and reporting tools such as Salesforce or similar platforms.
• Collaborative and effective at building strong working relationships across teams.
• Motivated to deliver a strong client experience while continuously improving processes and ways of working.
• 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.

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