Client Success Manager

Luxury Presence is building the AI growth platform for real estate. Backed by Bessemer Venture Partners and other top investors, we're a Series C company that has hit $100M in annual recurring revenue. More than 90,000 real estate professionals, including over 30% of the WSJ Real Trends top 100 agents in the United States, use us to run and grow their business. At Luxury Presence, we empower the world's leading real estate agents with stunning websites, world‑class marketing tools and services, and access to an exclusive network. Manager, Client Success We're looking for a 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. Responsibilities 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 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 Qualifications 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 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 Scottsdale, AZ or Austin, TX and able to work 3–4 days a week in the office as part of our Hybrid team 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. #J-18808-Ljbffr