Manager, Client Success Management at Luxury Presence

Austin, Texas, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Real Estate, TechnologyIndustries

Requirements

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
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
Client advocate who ensures client success and satisfaction remain top priorities
Multiplier who elevates the performance of those around you
Collaborative, empathetic, and focused on building a positive, high-performing culture
Analytical and process-oriented

Responsibilities

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
Drive strategies that improve client satisfaction, retention, and expansion; support client escalations while empowering CSMs to manage challenges effectively
Streamline processes, tools, and workflows to enable consistent delivery of client outcomes; lead projects that enhance team efficiency and scale performance
Provide onboarding and ongoing development opportunities for CSMs to maintain high standards of client service and client-first practices
Leverage NPS, CSAT, GRR, and other metrics to identify trends, inform strategy, and provide leadership with transparency into team performance
Partner with cross-functional teams—including Sales, Product, Marketing, and SEO—to ensure integrated client strategies and align on priorities
Guide the team through organizational or process changes, ensuring smooth adoption and minimal disruption to client service
Partner with CSMs to drive renewal and upsell strategies, joining client calls as needed to expand client value, secure revenue growth, and maintain trust

Skills

Key technologies and capabilities for this role

Team LeadershipClient Success ManagementCoachingMentoringClient RetentionProcess ImprovementOperational ExcellenceStrategic PlanningTrainingAccount Management

Questions & Answers

Common questions about this position

What are the main responsibilities of the Manager, Client Success Management role?

The role involves leading and developing a team of Client Success Managers, driving client success strategies to improve satisfaction and retention, ensuring operational excellence, providing training, leveraging data insights, collaborating cross-functionally, guiding change, and supporting retention and growth.

What skills or qualities make someone successful in this position?

Success requires thriving in people leadership, being client-centric, having a passion for process improvement and operational excellence, inspiring top performers through fair leadership, and building strong client relationships.

What is the compensation or salary for this role?

This information is not specified in the job description.

Is this a remote position or what is the location requirement?

This information is not specified in the job description.

What does the company culture look like for this team?

The culture emphasizes building a high-performing team by fostering accountability, celebrating wins, inclusion, feedback, and results through coaching and mentoring.

Luxury Presence

Digital marketing platform for real estate agents

About Luxury Presence

Luxury Presence provides a digital platform tailored for real estate agents and teams, focusing on digital marketing solutions to help them attract and convert buyers and sellers. The platform offers services such as high-converting marketing campaigns, visually appealing client presentations, and tools to enhance social media engagement. It serves individual agents, teams, and brokerages, with over 9,000 users, including many top agents from the Wall Street Journal's Top 100 list. Luxury Presence stands out from competitors by utilizing AI-powered tools and a user-friendly interface, making it easier for real estate professionals to embrace digital marketing. The company's goal is to modernize the real estate industry by increasing lead generation and client acquisition through effective digital strategies.

Austin, TexasHeadquarters

2016Year Founded

$49.1MTotal Funding

SERIES_BCompany Stage

AI & Machine Learning, Real EstateIndustries

501-1,000Employees

Benefits

Remote-first company

Comprehensive health insurance plans

Generous parental and family leave

Collaborative retreats and offsite events

Employee resource groups

Risks

Emerging proptech startups with similar solutions could dilute Luxury Presence's market share.

Economic downturns may reduce spending on marketing tools, impacting subscription revenue.

Rapid technological advancements may outpace Luxury Presence's feature integration capabilities.

Differentiation

Luxury Presence offers AI-powered tools for real estate marketing and lead generation.

The platform is trusted by over 9,000 agents, including top Wall Street Journal agents.

Luxury Presence provides a user-friendly interface for easy adoption of digital marketing.

Upsides

Luxury Presence won the 2024 Inman AI Award for best AI-powered platform.

The company raised $19.2M in Series B-1 funding to accelerate product development.

Presence Copilot, an AI-powered mobile platform, enhances agent efficiency and client experience.

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