The Role
Lead and develop a team of Client Success Managers to drive client satisfaction, retention, and maximize business outcomes through effective strategies and operational excellence.
Summary Generated by Built In
Luxury Presence is the leading digital platform revolutionizing the real estate industry for agents, teams, and brokerages. Our award-winning websites, cutting-edge marketing solutions, and AI-powered mobile platform empower real estate professionals to grow their business, operate more efficiently, and deliver exceptional service to their clients. Trusted by over 80,000 real estate professionals, including 31 of the nation’s 100 top-performing agents as published in the Wall Street Journal, Luxury Presence continues to set the standard for innovation and excellence in real estate technology.
We’re looking for a Senior Manager, Client Success to join our talented and growing team. In this role, you’ll be responsible for leading and developing a team of Client Success Managers who own the success, satisfaction, and retention of some of the top real estate agents in the industry. You’ll drive strategy, oversee day-to-day execution, and ensure that every client interaction strengthens relationships and business outcomes.
This is an exciting opportunity for someone who thrives in people leadership, is client-centric, and has a passion for process improvement and operational excellence. As a Manager, you’ll multiply the team’s success by combining coaching and mentoring with strategy and execution, ensuring both your team and our clients achieve their goals.
Essential Functions
- Team Leadership & Development: Hire, coach, and mentor a high-performing team of Client Success Managers. Foster accountability, celebrate wins, and build a culture of inclusion, feedback, and results
- Client Success Strategy: Drive strategies that improve client satisfaction, retention, and expansion. Support client escalations while empowering CSMs to manage challenges effectively
- Operational Excellence: Streamline processes, tools, and workflows to enable consistent delivery of client outcomes. Lead projects that enhance team efficiency and scale performance
- Training & Enablement: Provide onboarding and ongoing development opportunities for CSMs to maintain high standards of client service and client-first practices
- Data-Driven Insights: Leverage NPS, CSAT, GRR, and other metrics to identify trends, inform strategy, and provide leadership with transparency into team performance
- Collaboration & Communication: Partner with cross-functional teams—including Sales, Product, Marketing, and SEO—to ensure integrated client strategies and align on priorities
- Change Leadership: Guide the team through organizational or process changes, ensuring smooth adoption and minimal disruption to client service
- Retention & Growth: Partner with CSMs to drive renewal and upsell strategies, joining client calls as needed to expand client value, secure revenue growth, and maintain trust
You’re gifted at
- Inspiring and developing top performers through fair, transparent, and accountable leadership
- Building strong client relationships and preventing or resolving escalations with ease
- Driving collaborative strategies that improve both client and team outcomes
- Owning projects with autonomy while knowing when to ask for support
- Thriving in a fast-paced, evolving environment
You have
- 2-4 years of experience managing a team, ideally within SaaS, technology, or marketing services
- 5+ years of direct client-facing experience with a proven record of driving retention and expansion
- Strong knowledge of digital marketing strategy, including paid advertising, social media, content, and SEO
- Proficiency in CRM and project management tools, with a track record of implementing process improvements (Salesforce experience a plus)
- Excellent communication skills, with the ability to influence clients, teammates, and executives
You are
- A client advocate who ensures client success and satisfaction remain top priorities
- A multiplier who elevates the performance of those around you
- Collaborative, empathetic, and focused on building a positive, high-performing culture
- Analytical and process-oriented, always seeking opportunities to optimize and scale success
- Resourceful and action-oriented, balancing big-picture strategy with hands-on problem solving
- Located in Austin, TX and able to work 4 days a week in office as a part of our Hybrid team
Join us in shaping the future of real estate
The real estate industry is in the midst of a seismic shift, and the future belongs to those who break new ground. As one of the fastest-growing companies in the proptech and marketing sectors, Luxury Presence challenges the status quo of what technology can do for real estate agents, leaders, and brokerages.
We’re a team of agile and tenacious innovators working collaboratively to drive the industry forward. Together, we build game-changing products that empower modern real estate entrepreneurs to dominate their markets. From award-winning web design to agile SEO solutions to cutting-edge AI tools, we deliver tech that anticipates market shifts and keeps our clients ahead of their competition.
Founded in 2016 by Stanford Business School alum Malte Kramer, Luxury Presence has grown to a global team ranked on the Inc. 5000 fastest-growing companies list three years in a row. We’re backed by world-class investors, including Bessemer Venture Partners, Toba Capital, and Switch Ventures, and have raised $52.6 million to date.
More than 15,000 real estate businesses rely on our platform, including 31 of the RealTrends top 100 agents featured in The Wall Street Journal. Additionally, many of the industry’s most powerful brokerages — including Compass, Coldwell Banker, and Sotheby’s International Realty — rely on Luxury Presence as a trusted business partner.
Every year since 2020, Luxury Presence has ranked on BuiltIn’s Best Place to Work lists. HousingWire named our founder and CEO a 2024 Tech Trendsetter, we’ve received several Tech100 Awards, and our lead nurturing tool just scored an Inman Innovation Award for Best AI-Powered Platform.
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.
Top Skills
CRM
Digital Marketing Strategy
Project Management Tools
Salesforce
What the Team is Saying
Shareefa
Account Executive
Evan
Client Success Manager
Bally
Product Marketing Manager
Heera
Team Lead, Onboarding
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The Company
What We Do
Luxury Presence is a SaaS provider for luxury real estate agents and companies. The company launched in 2016 and its client list includes some of the world’s most successful realtors and companies who purchase template-based luxury websites, content marketing tools, SEO, lead generation, and online advertising.
Why Work With Us
We hire good natured people who embody integrity, a curious nature, and a growth mindset. We push our team outside of their comfort zone and promote from within. We're ambitious and laser-focused on the amazing opportunity at hand.
Gallery
Luxury Presence Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Typical time on-site:
Flexible
