Christopher Yang

Customer success and account-management professional with experience guiding B2B partners through onboarding, adoption, performance optimization, retention, and expansion. Known for translating account and market data into practical recommendations, building trusted stakeholder relationships, and coordinating cross-functional teams to resolve customer issues and deliver measurable value.

Business Advisor (Customer Success), Zillow Rentals - Zillow Group - Remote

(2024-06)

• Guide partner onboarding and transitions by coordinating with Sales Executives, onboarding specialists, and establishing a foundation for adoption and long-term success.
• Coordinate cross-functional resolution of billing, application-access, listing, feed-management, and product-support issues while maintaining ownership of partner communication and escalation context.
• Represent the voice of the customer by surfacing recurring partner feedback and product concerns, contributing actionable context for internal investigation and service improvement.
• Own strategic relationships across a multifamily portfolio, aligning Zillow advertising investments with partner occupancy, revenue, and marketing goals through an ongoing account-management cadence.
• Lead consultative quarterly business reviews that assess advertising performance, market context, listing quality, and partner objectives, translating insights into prioritized actions and clear follow-through.
• Deliver value-based recommendations on listing quality, lead attribution, promotional content, visibility, and package strategy to help property stakeholders improve advertising effectiveness.
• Identify retention and expansion opportunities through needs discovery, cancellation-save conversations, and business reviews that balance partner goals with commercial outcomes.

Business Advisor (Customer Success), Zillow Premier Agent: Regional Partnerships - Zillow Group - Remote

(2022-01 - 2024-05)

• Led post-sale onboarding for Premier Agent partners, creating a structured transition from Sales and establishing expectations, product knowledge, lead-management practices, and an early path to value.
• Coached partners on product workflows, lead response, advertising best practices, and performance habits to support confident adoption and sustained engagement.
• Managed a portfolio of partners serving as a strategic customer-success advisor focused on adoption, customer value, retention, and account growth across the lifecycle.
• Developed tailored success plans and engagement strategies that connected partner business goals to product capabilities, lead-management practices, and practical next steps.
• Conducted structured account reviews with decision-makers, using performance reporting and discovery to translate advertising results into ROI-focused recommendations and improvement opportunities.
• Partnered with Sales, support, operations, and product-adjacent teams to deliver seamless handoffs, resolve service issues, and maintain a consistent customer experience.
• Used targeted communications, feature education, and product-rollout support to reinforce adoption, surface account risk, and uncover opportunities for deeper partnership.

Account Manager - Pacific Office Automation - Seattle, WA

(2019-10 - 2022-01)

• Managed customer relationships across SaaS, cybersecurity, managed IT, unified communications, and managed print services.
• Led post-sale implementation coordination, partnering with customers, support teams, product providers, and financial institutions to deliver solutions and sustain account health.
• Consulted with executive stakeholders on workflow, efficiency, overhead reduction, IT management, and asset-management initiatives; identified and negotiated expansion opportunities.

Team Lead, Server - Din Tai Fung Restaurants - Tukwila, WA

(2017-01 - 2019-09)

Customer Service Agent - Alaska Airlines - SeaTac, WA

(2015-04 - 2016-11)

Departure Coordinator - Menzies Aviation - Minneapolis, MN

(2014-01 - 2014-12)

Bachelor of Business Administration - Aviation Management - University of North Dakota (2013)