Director of Client Success

Luxury Presence is the fastest-growing digital platform for agents, teams, and brokerages. Our award-winning real estate websites, modern marketing solutions, and AI-powered mobile platform help agents attract more business, work more efficiently, and serve our clients. Since launching in 2016, Luxury Presence has been trusted by more than 50,000 real estate professionals, including over 20 Wall Street Journal Top 100 agents.

We’re looking for a dynamic and experienced Director of Client Success to join our team and lead our efforts in driving client satisfaction, retention, and account growth. As the Director of Client Success, you’ll spearhead strategies that elevate the client experience and ensure our clients receive exceptional service and results with Luxury Presence.

Responsibilities:

• Strategize and Execute: Develop and implement comprehensive client success strategies that align with our company goals and KPIs, driving overall business success.
• Team Leadership: Lead, mentor, and grow the client success and client experience team, fostering an environment of high performance and professional development.
• Performance Management: Responsible for continuously monitoring team performance against established metrics, identifying areas for improvement, and implementing targeted interventions to enhance team effectiveness and drive optimal customer outcomes.
• Cross-Department Collaboration: Work closely with sales, marketing, product, and support teams to create a seamless and integrated client experience.
• Data-Driven Insights: Analyze client data to identify trends, predict client health, and develop proactive strategies.
• Issue Resolution: Manage client escalations and resolve issues promptly, ensuring high levels of client satisfaction.
• Client Advocacy: Drive client advocacy and loyalty programs to enhance engagement and retention.
• Retention Initiatives: Develop and implement strategic initiatives and scalable playbooks to increase client retention rates.
• Unique Client Experiences: Create distinctive client experiences that set our services apart in the market.
• Executive Reporting: Provide strategic insights and report on client success outcomes to executive leadership.

You’re gifted at:

• Team Leadership and Development: Leading a team to achieve high performance while fostering career growth.
• Strategic Thinking: Developing and executing client success strategies based on data-driven insights.
• Communication: Communicating effectively with cross-functional teams and clients.
• Client Relationship Management: Building and maintaining strong client relationships to ensure satisfaction and retention.
• Problem Solving: Analyzing data and solving problems to drive client success.

You have:

• Experience: Minimum of 10 years in client success or account management, with at least 3 years in a leadership role.
• Track Record: Proven ability to lead and scale client success operations.
• Skills: Strong analytical, problem-solving, communication, and interpersonal skills.
• Knowledge: Deep understanding of client success metrics, software (preferably salesforce), and tools. Proptech/SaaS/Digital Marketing experience is a plus!
• Education: A degree in Business Administration, Marketing, or a related field is a plus.

Key metrics:

• Team Performance: Hiring, leading and developing a high-performing client success and retention team.
• Client Satisfaction and Retention: Ensuring high levels of client satisfaction and driving retention rates to align with company goals
• Strategic Initiatives: Implementing strategies that drive efficiency and quality leading to better outcomes that align with short term and long term company strategy
• Data-Driven Insights: Using data to inform strategies and improve client outcomes.
• Cross-Department Collaboration: Working seamlessly with sales, product, data, operations, onboarding, support to deliver value and enhance the client experience.

Join us in creating unique client experiences and driving success through strategic initiatives and exceptional leadership. If you’re passionate about client success and have a proven track record in leading and developing high-performing teams, we want to hear from you!

Who we are: Luxury Presence is the real estate industry's most powerful marketing platform, providing award winning websites and cutting edge tech to the world’s top agents.

Founded in 2016 by Stanford Business School alumni Malte Kramer, Luxury Presence currently serves over 50,000 agents in the U.S. and Canada with its SaaS model — including over 20 of the top 100 WSJ real estate agents and teams. In addition, Luxury Presence is the official website partner to some of the industry's most powerful brokerages.

The Los Angeles-based SaaS company raised $25.9 million for its Series B round and recently announced $19.2M Series B-1. Bessemer Venture Partners led the round alongside fellow existing investors Toba Capital and Switch Ventures. Former Dallas Mavericks basketball player Dirk Nowitzki also participated in the round, along with other angel investors. 

Its solutions include stunning website design, an engaging home search tool, an agent-to-agent listing referral network, powerful content & SEO strategies, expert-lead social media management, and digital advertising for lead generation. In 2020, Luxury Presence was recognized as a Best Place to Work by BuiltinLA and by Inc. as the 322nd fastest growing private company in America and then again in 2021 — LP ranked 598th. 

Luxury Presence is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.