Client Experience Specialist

Luxury Presence is an AI‑driven growth platform for real estate. We are expanding our Client Experience (CX) team with a new Client Experience Specialist (CXS). The CXS is the last opportunity to retain clients who have requested to cancel. Are you a customer‑whisperer who loves rolling up their sleeves, handling difficult conversations, and finding solutions to keep clients? You’re gifted at: Quickly building rapport, raising objections, and finding retention solutions. Working with a diverse set of clients from corporate marketers to sole‑proprietors. Managing multiple projects and timelines with detailed notes, software, and reporting. Assessing situations, gathering information, and swiftly finding solutions. Proactive outreach through high‑level verbal and written communication. Ensuring data quality and capturing churn reasons for data‑driven decisions. Developing long‑term retention strategies to plan for multiple scenarios. Listening with strong verbal and written communication; customer empathy. Collaborating cross‑functionally with all teams. Acting with a sense of urgency. Prioritizing tasks; staying organized. Adapting to an ever‑changing environment; staying flexible. 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 with agents or real‑estate technology is a plus. Experience driving KPIs around retaining and growing client accounts. A consistent track record of winners: you’ve saved clients and take great satisfaction in wins. 1+ years working with software, ideally web‑design, development, or marketing. You command: Calm energy in stressful situations; you handle emotions professionally. Closing unfinished business quickly and effectively. Start‑up hustle and teamwork. Reliability on Mondays. Key metrics: Productivity: Retention Tasks Completed Time‑to‑Completion SLA Bonus based on your: Account Save Rate Saved ARR Rate Rate of Contraction ARR Team‑based commission based on: Churn ARR below Threshold Join us in shaping the future of real estate We’re a team of agile innovators working collaboratively to drive the industry forward. We build game‑changing products that empower real‑estate entrepreneurs to dominate their markets. 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. We may use artificial intelligence (AI) tools to support parts of the hiring process. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. Plus competitive bonus, equity, and full benefits. #J-18808-Ljbffr