CS Operations is the operational backbone of our post-sales organization, serving tens of thousands of real estate professionals across Customer Success, CX, Support, Onboarding, and Product Fulfillment. We are looking for a Senior Manager of CS Operations to own and drive critical projects, including product management of Scout (our internal CSM platform), and deliver operational improvements that directly impact gross revenue retention.
You will report to the Director of CS Operations and operate with significant autonomy: taking projects from scoping through delivery, managing stakeholders across multiple functional teams, and building systems that help our CS organization scale. If you are a self-directed operator who thrives on complexity and wants to see your work reflected in client outcomes, this is the role.
What You Will Do- Own product management of Scout (CSM Cockpit and Client Activation): roadmap, stakeholder alignment, sprint execution, and iteration
- Drive the CS Ops project backlog focused on post-launch operations, delivering projects independently with minimal direction
- Design and implement processes, workflows, and systems that improve operational efficiency across the post-sales surface
- Partner with leaders across Customer Success, CX, Support, Onboarding, and Product Fulfillment to identify and solve operational problems
- Build dashboards, reports, and operational insights that drive data-informed decisions
- Contribute to increasing the book size CSMs can manage while maintaining CSAT and eNPS
- Leverage AI tools and automation to multiply team capacity and reduce manual work
- Support change management and adoption for new processes and tools across CS
- 5+ years in CS Operations, Revenue Operations, or a similar role at a SaaS or tech company
- Strong project management skills with a track record of driving complex, cross-functional initiatives from start to finish
- Systems thinking and process design: you see the full picture and build solutions that scale
- Analytical mindset: comfortable building dashboards, defining KPIs, and using data to inform decisions
- Cross-functional stakeholder management: you can influence and align leaders across multiple teams
- Product management mindset: you do not need a PM background, but you think in terms of users, outcomes, and iteration
- AI fluency: you actively use AI tools in your work and can identify where automation creates leverage
- Driven and execution-focused: you move fast, close loops, and hold yourself accountable
- Intellectually curious: you ask why, dig into root causes, and continuously improve
- Hands-on experience with Salesforce and other CS/GTM tools
- Experience serving as an internal product manager for ops-built tools or platforms
- Experience with CS platforms (Intercom, Zendesk, Gainsight, or similar)
- Background in real estate technology or vertical SaaS
- Experience building or scaling an ops function in a high-growth environment (75-200M ARR)
Skills Required
- 5+ years of experience in CS Operations, Revenue Operations, or a similar role at a SaaS or technology company
- Strong project management skills and experience driving complex cross-functional initiatives from start to finish
- Systems thinking and process design experience building scalable solutions
- Analytical skills, including building dashboards, defining KPIs, and using data for decision-making
- Cross-functional stakeholder management and ability to influence and align leaders
- Product management mindset focused on users, outcomes, and iteration
- Fluency using AI tools and identifying automation opportunities
- Execution-focused approach with accountability and ability to work independently
- Experience with Salesforce and other customer success or go-to-market tools
- Experience as an internal product manager for operations-built tools or platforms
- Experience with customer success platforms such as Intercom, Zendesk, Gainsight, or similar
- Experience in real estate technology or vertical SaaS
- Experience building or scaling an operations function in a high-growth environment with $75M-$200M ARR
What the Team is Saying
Luxury Presence Compensation & Benefits Highlights
-
Healthcare Strength — Comprehensive medical coverage with multiple plan options, HSA eligibility, and mental‑health resources (including app reimbursements) are repeatedly highlighted. Employer‑paid life and disability insurance further reinforce the core health and protection stack.
-
Leave & Time Off Breadth — Flex/Unlimited PTO is paired with paid holidays, sick time, bereavement leave, and paid volunteer days. This breadth signals an intent to support time away across a range of personal needs.
-
Parental & Family Support — Generous paid parental leave, family medical leave, and fertility benefits are emphasized. These offerings indicate inclusive support for caregivers across different family paths.
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 AI CRM, the relationship engine powered by Presence AI that transforms an agent's sphere into a proactive source of new business. More than 18,000 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.
Gallery
Luxury Presence Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We design our work modalities around how each role functions best, with in-person, hybrid, and fully remote teams across the company.
