I would strongly caution anyone looking into a CSM role at Zillow to look elsewhere. The organization operates on a cycle of deceit and false promises, where 'success' is a moving goalpost and leadership is toxic. Expect to have your workload doubled or even tripled year-over-year with no increase in pay, leaving you constantly stressed and overworked. You will be forced to manage 'bad' accounts (clients who were sold unrealistic expectations by Sales) only to be looked down upon by leadership when those accounts struggle.
The internal hierarchy is demoralizing; no matter how much revenue or growth you bring to the table, you will never be treated with the same respect as a Sales rep. You are essentially glorified support, yet you are simultaneously punished for not being 'strategic'—even though the product breaks so often that realtors only want you for troubleshooting. To make matters worse, there is no structured growth path. If you express a desire to move forward, your progress is entirely dependent on the whims of leaders who often penalize integrity rather than rewarding it. If you value your mental health, work-life balance, or being paid fairly for your output, this is not the place for you.
