Client Experience Manager, New Construction at Zillow

About the team

At Zillow’s New Construction team, we help improve the home shopping experience for buyers while supporting builder partners in getting the most value from the Zillow platform. We do this through strong client partnerships, thoughtful insights, and consistent execution that drive long-term success for our clients and our business.

About the role

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.

Get to know us

At Zillow, we’re reimagining how people move—through the real estate market and through their careers. As the most-visited real estate platform in the U.S., we help customers navigate buying, selling, financing and renting with greater ease and confidence. Whether you're working in tech, sales, operations, or design, you’ll be part of a company that's reshaping an industry and helping more people make home a reality.

Zillow is honored to be recognized among the best workplaces in the country. Zillow was named one of FORTUNE 100 Best Companies to Work For® in 2025, and included on the PEOPLE Companies That Care® 2025 list, reflecting our commitment to creating an innovative, inclusive, and engaging culture where employees are empowered to grow.

No matter where you sit in the organization, your work will help drive innovation, support our customers, and move the industry—and your career—forward, together.

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.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.