Client Success Manager - Retention (Remote)

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Luxury Presence is a VC-funded Stanford StartX-accelerated startup, building a premium platform to provide real estate agents with stunning websites, world-class marketing tools and services, and access to an exclusive network.

We wouldn’t have a business without our customers. Every day we come in determined to find solutions which help them find success and make their lives easier. We’re expanding our Client Retention team with a new Client Success Manager. It’s a critical hire for us as we’ll look to you to manage client escalations, and increase and preserve revenue through up-sells. You’ll also be responsible for deploying win-back campaigns and strategies, creating feedback loops and training for client-facing teams. 

Are you a customer-whisperer? We’re looking for a teammate who loves rolling up their sleeves, handling difficult conversations and takes pride in finding solutions that work for all parties involved. 

Does this sound like you? 

You’re gifted at:
- Quickly building rapport and trust, raising objections, and finding solutions
- Dealing with a diverse set of people, hailing from all over the world, from corporate marketers to sole-proprietors, you love people, you understand them, and they can tell
- Managing multiple projects and challenges on different timelines by being highly organized through detailed notes, adept software skills, metrics and reporting
- Assessing situations, gathering all relevant information, and swiftly finding solutions
- Proactive outreach through high-level verbal and written communication
- Developing long-term strategies that drive your retention and expansion work, saving your decision making energy because you’ve planned for as many scenarios as possible

You have:
- 2-3 years in a client retention role, preferably at a SaaS company
- Familiarity with the residential real estate industry, hands-on experience working with real estate agents and/or real estate technology is a plus
- Experience driving towards KPIs around retaining and growing client accounts
- A consistent track-record of winning, you’ve saved clients, and you take great satisfaction in your wins
- 1+ years working with software, ideally web-design or development, or marketing

You command:
- Calm energy in stressful situations, you realize people can be emotional and you don’t take it personal because at the end of the day, you care about finding a solution
- Closing out unfinished business, you can recognize when the best solution is the quickest solution, saving you, your client, and your team valuable time 
- Start-up hustle & teamwork
- Mondays 

Work Type: Remote
Compensation: OTE- $75-85k, 60-70k base DOE
Benefits: Stock Options, Flex PTO, Heath/Vision/Dental


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 5000 clients 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. 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.


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An Insider's view of Luxury Presence

What's something quirky about your company?

Everyone is so happy here...all of the time. This is the cheeriest group of professionals I've ever met. It's almost like if High School Musical was set on the premises of a real estate SaaS company.

Lauren

Manager, Account Management Team

What makes someone successful on your team?

To be successful in a sales role at Luxury Presence, you need to have drive to be successful and strive for excellence, not mediocracy. In order for that to happen, you need to be coachable, adaptable to change, solution-oriented, and bring a strong work-ethic. If a team member can bring those traits to the table consistently, success will follow.

Joe

Director of Sales

What are Luxury Presence Perks + Benefits

Luxury Presence Benefits Overview

Luxury Presence offers generous PTO, work from home Fridays, a beautiful office in Santa Monica with a fully stocked kitchen and taps that flow water, kombucha, and cold-brew.

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Diversity
Diversity manifesto
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Team workouts
Running club and free yoga classes across the street from the office.
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Match charitable contributions
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Happy Hours
Pet Friendly
Home Office Stipend for Remote Employees
Professional Development Benefits
Diversity Program
Lunch and learns
Each month a department will present to the company educating teammates
Promote from within

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