Manager, Client Success Management

Manager, Client Success Management

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 Manager, Client Success Management 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 teamsincluding Sales, Product, Marketing, and SEOto 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

You Have

You Are

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 brokeragesincluding Compass, Coldwell Banker, and Sotheby's International Realtyrely 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.