What You’ll Do
- Act as a trusted advisor to clients at risk of cancellation, quickly building rapport and delivering solutions that not only meet their needs but also highlight the long-term value Luxury Presence provides to their brand
- Manage a pipeline of retention cases for our highest value clients, balancing urgency with thoughtful, long-term strategies to improve client satisfaction and loyalty
- Partner with Product and Go-To-Market teams to close feedback loops and advocate for client needs
- Document conversations thoroughly and ensure data accuracy to enable reporting and decision-making
- Drive proactive outreach and follow-up to reduce churn and increase client engagement
- Contribute to a culture of continuous improvement by identifying process gaps and recommending solutions
What You’ll Bring
- 2–4 years of experience in client retention, account management, or customer success (SaaS or real estate technology experience preferred)
- A strong track record of meeting or exceeding retention, renewal, or save-rate targets
- Excellent communication skills — both verbal and written — with the ability to navigate difficult conversations gracefully
- Calm, empathetic energy under pressure; you don’t take challenges personally and stay solution-focused
- Highly organized and detail-oriented, with the ability to manage multiple cases simultaneously
- Familiarity with real estate or marketing software is a plus
- A start-up mindset: adaptable, resourceful, and excited to roll up your sleeves
How You’ll Be Measured
- Retention Outcomes: CR Save Rate, Gross Revenue Retention (GRR)
- Productivity: First Touch Resolution, responsiveness and communication with escalated clients
- Quality: Client sentiment post-CX call
- Collaboration: Partner feedback from Product and Go-To-Market teams
- Bonus Opportunities Based On: GRR performance, CR Save Rate performance
Skills Required
- 2-4 years of experience in client retention, account management, or customer success (SaaS or real estate technology experience preferred)
- Excellent communication skills -- both verbal and written
- Calm, empathetic energy under pressure
- Highly organized and detail-oriented
- Familiarity with real estate or marketing software is a plus
What the Team is Saying
Luxury Presence Compensation & Benefits Highlights
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Healthcare Strength — Comprehensive medical, dental, and vision coverage is paired with HSA options, life and disability insurance, and mental‑health resources. Fertility support and company contributions to health savings further reinforce the depth of coverage.
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Leave & Time Off Breadth — Flex or unlimited PTO, paid holidays and sick leave, bereavement leave, and paid volunteer time are consistently highlighted. Generous parental and family leave indicates meaningful time-off support beyond standard policies.
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Flexible Benefits — Roles are offered in remote, hybrid, and in‑office formats with home‑office stipends in certain locations. Select office amenities, ERGs, retreats/offsites, and learning opportunities add flexibility in how benefits are accessed.
Luxury Presence Insights
What We Do
Luxury Presence is the leading growth platform for high-performing real estate agents, teams, and brokerages. The company provides agent-branded websites, advanced marketing tools, and Presence® CRM, the AI relationship engine that transforms an agent’s sphere into a proactive source of new business. More than 17,000 real estate businesses rely on Luxury Presence to elevate their brand, attract clients, and grow their business, including 30% of the Wall Street Journal RealTrends top agents and teams. Founded in 2016 by CEO Malte Kramer, Luxury Presence has become the unified platform for modern agents, combining premium design, data-driven marketing, and intelligent AI systems that support every stage of the client relationship. Luxury Presence has raised $89M from notable investors including Bessemer Venture Partners, Switch Ventures, NextEquity, Toba Capital, Zillow Co-Founder Spencer Rascoff, real estate coach Tom Ferry, NBA Champion Dirk Nowitzki, and NFL Pro Larry Fitzgerald. The company has offices in Austin, Phoenix, Denver, and New York City.
Why Work With Us
At Luxury Presence, you join an exceptionally talented, low-ego team building the future of real estate. You’ll be pushed outside your comfort zone, gain career-defining experience, and have the freedom to experiment, innovate, and create meaningful impact—fast.
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Luxury Presence Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
