Tech Stack
Job Description, Responsibilities & Requirements
About the Position
Sr. Manager, Client Success
Locations: Scottsdale, AZ / Austin, TX / Phoenix, AZ
Employment Type: Full-time
Work Location: Hybrid
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.
Requirements
- Experience: 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.
- Skills:
- 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.
- Attributes:
- 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.
We Offer
- Compensation: $125,000 - $180,000 a year
- Benefits: Competitive base + 25% performance bonus + full benefits and equity
About the Company
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.
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, NextEquity Partners, Toba Capital, and Switch Ventures, and have raised $89 million to date.
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 we 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.
Join us in shaping the future of real estate