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      Zillow

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      Expanding Responsibilities Without Clear Compensation or Communication - Customer Success Manager (CSM) Zillow Employee Review

      2.0
      Feb 11, 2026
      Customer success manager (csm)
      Recommend
      CEO approval
      Business Outlook

      Pros

      • Supportive and collaborative coworkers who genuinely try to help each other succeed. • Opportunity to work with a large client portfolio and gain exposure to evolving products and processes. • Fast-paced environment that builds adaptability and problem-solving skills. • Leadership messaging often emphasizes innovation and customer focus.

      Cons

      • Responsibilities have expanded significantly due to role consolidation without clear adjustments to compensation or workload expectations. • Compensation does not appear competitive compared to similar Customer Success roles in the broader tech market. • Limited transparency around annual compensation planning, performance metrics, and organizational changes. • Recent layoffs described broadly as performance-related created uncertainty among teams, including newer hires. • High workload and shifting priorities have increased burnout risk and impacted morale across multiple teams. • Employee questions about career progression and compensation are not always addressed clearly or consistently.

      avatar
      Zillow Response
      4mo
      Thank you for sharing your review. It’s encouraging to hear that collaboration and exposure to meaningful work have been positives for you. We also understand that when responsibilities shift or grow without clear communication, it can create frustration. For current employees who want to share additional context, there are established internal channels available, including confidential options outlined on the company intranet. Thank you for taking the time to provide this feedback.

      Explore other reviews about Zillow

      5.0
      May 13, 2026
      Mortgage loan officer
      Recommend
      CEO approval
      Business Outlook

      Pros

      Great company to work for

      Cons

      Long hours with low pay

      1
      2.0
      Jul 1, 2026
      Senior software engineer
      Recommend
      CEO approval
      Business Outlook

      Pros

      Generally the people I work with are great. They are supportive, creative, and work well as a team. Work-life balance is good, although some teams have more on-call than others.

      Cons

      - Senior leadership has determined that inflation need not be a factor when calculating raises. - Also, we're having record profitability! But also money is very tight and we all need to tighten our belts. - Our stock is down 50% this year, but you all need to suck it up, even though stock is a huge part of pay. - We don't care that you are getting a 30% effective pay cut this year. - Performance ratings are calculated on vibes before reviews are actually written. - We've started outsourcing heavily to Mexico and India. - "We need to raise the bar" ("Please work harder for the same pay") - Health benefits have eroded for several years. - Other benefits have never been adjusted for inflation. - AI is becoming like a cult. We've actually been told that the dream is to never open a code editor again, despite the technology not being remotely ready for that (and with no proof that it is less expensive or saves time).

      4
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