Technical Customer Success Manager, API

Summary

Zillow is a real estate technology company, and its Aryeo Customer Success team supports real estate media companies throughout their customer journey. The Technical Customer Success Manager will lead onboarding and implementation for Media API customers, provide technical guidance and troubleshooting, manage customer relationships, and collaborate cross-functionally to drive adoption, retention, and product improvements.

Responsibilities

• Lead end-to-end onboarding and implementation for Media API customers, from kickoff through successful go-live
• Help customers translate their business requirements into effective API workflows, providing guidance on authentication, endpoints, webhooks, and integration best practices
• Troubleshoot technical issues, identify root causes, and partner with Engineering, Product, and Support when additional expertise is needed
• Own a portfolio of API customers, primarily within the Aryeo Lite segment, and serve as their primary point of contact throughout the customer lifecycle
• Monitor customer health, API usage, and adoption to proactively identify risks, address barriers, and uncover opportunities for customers to receive greater value from the platform
• Conduct periodic customer reviews when appropriate to align on business goals, integration performance, adoption, and opportunities for improvement
• Serve as the primary relationship owner for integration partners using the Media API, supporting partner launches and maintaining strong ongoing relationships
• Represent the voice of API customers and partners by gathering, synthesizing, and sharing feedback with Product and Engineering teams
• Advocate for product and process improvements that reduce integration friction, improve customer outcomes, and increase the scalability of the Media API experience
• Create and refine onboarding documentation, implementation playbooks, troubleshooting guides, and reusable customer resources
• Serve as a technical escalation point for Customer Success and Onboarding team members managing complex API-related issues
• Partner with Customer Success Managers to resolve technical challenges affecting adoption, customer health, or retention for Aryeo Pro customers
• Enable internal teams through API training, documentation, and the sharing of technical best practices and common troubleshooting workflows

Skills

• 2+ years of experience in Customer Success, Implementation, Solutions Engineering, Technical Account Management, or a similar customer-facing role
• Hands-on experience working with REST APIs, webhooks, authentication methods, and integration workflows
• Able to investigate and troubleshoot technical issues while clearly communicating findings, recommendations, and next steps
• Comfortable working with both technical and non-technical stakeholders and translating complex concepts into clear, practical guidance
• Strong project management and organizational skills, with the ability to manage multiple customer implementations and onboarding timelines simultaneously
• Proactive and customer-focused, with strong critical thinking, problem-solving, and relationship-building skills
• Able to collaborate effectively across Customer Success, Product, Engineering, Support, and other internal teams
• U.S. employees may live in any of the 50 United States, with limited exceptions
• Experience serving as a technical escalation point or supporting cross-functional teams through complex customer issues is preferred
• Experience supporting a SaaS product with API or integration components is preferred
• Experience creating API documentation, implementation resources, or technical how-to guides is preferred
• Experience supporting technology or integration partners is preferred
• Experience in real estate technology, marketplaces, or media-related workflows is preferred

Qualifications

Must Haves

• 2+ years of experience in Customer Success, Implementation, Solutions Engineering, Technical Account Management, or a similar customer-facing role
• Hands-on experience working with REST APIs, webhooks, authentication methods, and integration workflows
• Able to investigate and troubleshoot technical issues while clearly communicating findings, recommendations, and next steps
• Comfortable working with both technical and non-technical stakeholders and translating complex concepts into clear, practical guidance
• Strong project management and organizational skills, with the ability to manage multiple customer implementations and onboarding timelines simultaneously
• Proactive and customer-focused, with strong critical thinking, problem-solving, and relationship-building skills
• Able to collaborate effectively across Customer Success, Product, Engineering, Support, and other internal teams
• U.S. employees may live in any of the 50 United States, with limited exceptions

Nice to Haves

• Experience serving as a technical escalation point or supporting cross-functional teams through complex customer issues is preferred
• Experience supporting a SaaS product with API or integration components is preferred
• Experience creating API documentation, implementation resources, or technical how-to guides is preferred
• Experience supporting technology or integration partners is preferred
• Experience in real estate technology, marketplaces, or media-related workflows is preferred

Benefits

• Eligible for equity awards based on factors such as experience, performance and location.
• Remote work from a physical location of the employee’s choice, which must be identified to the Company.
• Most employees have the flexibility to work from wherever they’re most productive through Cloud HQ.