Customer Success Consultant

Who We Are

Zoopla is one of the UK’s most instantly recognisable property brands. In fact, we’re known and loved by over 91% of the nation (and we’re working hard on the other 9%). Our mission is to help the nation make better home decisions - by connecting everyone to their home and giving them personalised insights to help with moving, managing or financing. Over 50 million people visit Zoopla every month to access exclusive data and information on every UK property, search over 500,000 homes for sale and rent, find the best agents and secure the latest mortgage deals.

We’re a growing, dynamic team that embraces innovation and isn’t afraid to push the boundaries. We’re only just starting our journey to redefine the digital property landscape, with much more to explore and achieve. Join us, and transform the way the nation makes home decisions.

What You'll Do

As a Customer Success Consultant, you will be responsible for the creation and delivery of personalised, bespoke best-practice guidance and advice, and for developing meaningful relationships with a broad customer base. You are customer-obsessed, data-driven, and possess the ultimate "cheerleader" energy for your accounts.

The purpose of our Customer Success team is to ensure our customers realise more value from their Zoopla membership. In this role, you are an advocate for providing the best possible customer outcomes through the delivery of engaging, meaningful, and value-added content to our customer base of real estate agents.

Account Advocacy & Relationship Management

• Be a Cheerleader for Your Accounts: Develop deep customer relationships that promote long-term retention and loyalty.
• Customer Obsessed: Translate customer feedback into actionable insights. You genuinely get energy from helping people succeed.
• Cross-Functional Collaboration: Partner with Sales Account Management and Customer Support teams to ensure customers are supported by the right person at the right time.
• Voice of the Customer: Represent our users internally to aid with the development and improvement of Zoopla products by gathering and sharing feedback in a meaningful way.

Data & Insight Delivery

• Storytelling with Data: Analyse data to uncover trends and never attend a client meeting without data that shows them exactly how and where they can improve.
• Market Expertise: Keep an eye on the industry news. Share relevant insights, news clippings, and market trends to position yourself as an expert in the property market.
• Performance Tracking: Connect with customers through a variety of technology (including video recordings and email) to provide rich insight into their portfolio performance across the Zoopla product suite.
• Health Scores: Collaborate with internal teams to understand, track, and improve customer health scores and NPS.

Training & Engagement

• Bespoke Guidance: Offer tailored, 1:1 guidance and best-practice advice to help customers optimise product adoption and better use the tools available to them.
• Present & Run Sessions: Confidently attend customer-facing meetings, deliver presentations in front of smart stakeholders, and run engaging training sessions or tutorials (on-camera, over the phone, and in person).
• Business Reviews: Support regular business reviews and QBRs, identifying opportunities for further Customer Success engagements and training proposals.

Administration & Hygiene

• Salesforce Diligence: Maintain impeccable data hygiene by logging all external correspondence, and keeping records updated within Salesforce.

• Curious: You have a burning desire to understand how things work, ask great questions, and explore every angle.
• Self-starter: Someone who can plan short and longer term objectives based on their own knowledge and work towards them independently.
• Empathetic & Communicative: You possess strong communication and empathy skills, allowing you to connect authentically. You personalise your communication - always using a customer's name and tailoring your approach.
• Organised: A master juggler who can manage multiple clients, deadlines, and communication channels simultaneously without ever dropping the ball.
• Confident & Passionate: You bring high energy, are confident on call or in person, and are deeply passionate about driving outcomes.
• Problem Solver: Understand that our customers may not know what can be improved, where, or how to improve; you combine Zoopla's knowledge with a customer lense and proactively drive change 

• Mindset: A proactive self-starter driven to achieve tangible outcomes for customers.
• Tech Savvy: Confident using technology, a fast learner, and comfortable explaining how technology delivers meaningful business impact.
• Communication: Exceptional written and verbal communication skills; comfortable presenting materials on camera and running live tutorials.
• Skills: Strong problem-solving, relationship-building, data analysis, and project management capabilities.

At Zoopla, we embrace hybrid working but emphasise the importance of also spending time together. You’ll have the opportunity to work remotely (at home) for two days per week with Mondays and Thursdays as all-Zoopla days in the office together plus a third day in-office day of your choosing. 

Our home in Tower Bridge is a buzzing hub for collaborative and individual working, with areas to socialise and exercise - within easy reach of London Bridge, Tower Hill and Bermondsey stations. On our doorstep there are plenty of great food spots including a new indoor street food market and landscaped areas to sit by the riverside.

• Our hybrid setup means you’ll join us in the Tower Bridge office 3 days each week
• 25 days annual leave + additional leave benefits Including extra days for length of service, plus other leave perks
• Cycle to work and electric car schemes
• Free Calm App membership
• Enhanced Parental leave
• Fertility Treatment Financial Support
• Group Income Protection and private medical insurance
• Gym on-site in London
• 7.5% pension contribution by the company

• Discretionary annual bonus up to 10% of base salary