Client Success Manager

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 60,000 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 CSM to join our growing Customer Success Management team.

A Customer Success Manager analyzes the customer journey of clients on our Launch and/or Brand Plans to build a proactive digital communication strategy.

For these high-volume Plans, we are taking a digital-first approach along every stage of their customer journey. When done right, this increases the level of interaction between customer and company while increasing the value of those human interactions when they do occur.

CSMs incorporate automation into an overall customer engagement plan that makes a customer feel seen and heard without the need for constant direct communication with a CSM. This differs from a traditional CSM role in that a one-to-many approach is the goal, supported by technology that automates and digitizes the customer experience. CSMs have more direct one-on-one communication with their customers. 

CSMs take a programmatic approach, driving customer behavior through data. This role is a mash-up of marketing, data analytics, and of course, Customer Success. 

You’re gifted at:

* Knowing (becoming) proficient with the Presence TM Platform and Client Marketing services

* Designing 1:many outreach throughout the customer journey, such as:

- In-app nurture or guided workflow (in collaboration with PED – our Product/Engineering/Design teams)

- Event-triggered email campaigns (when client does X, send email)

- Targeted 1:many short Loom video on a specific topic

- 1:many email invitations to:

- On-demand Webinar videos

- Office Hours around a common topic

* Leveraging tools and tech stack to ensure that triggers are sent on time for the relevant updates

* Determining the highest value opportunities for 1:1 outreach:

- Recognizing upgrade (Launch-to-Brand and Brand-to-Growth) and expansion (e.g., On-Demand Ads) opportunities and closing the deals

- Analyzing Churn Probability and selecting which clients to prioritize for 1:1 outreach to prevent a future cancellation

* Developing long-term strategies that drive plan retention and expansion work, saving your decision making energy because you’ve planned for as many scenarios as possible

* Managing a large portfolio of low-MRR clients (2000+)

* Strong written and verbal communication skills

You have:

• 2+ years experience in software implementation, media agency campaign execution, or creative operations 
• 1+ years experience in Customer Success Management, or other customer-facing role
• Working knowledge of SEO, Social, Content and/or Paid Media 
• A track record of results-oriented success built on data and analytics
• Prior success as a result of your innovation
• Previous success working in fast-pace, high-volume environments
• Enthusiasm, competitive spirit, friendly and sunny disposition
• An interest in the real estate industry (a passion is a plus)

You command:

• Navigating difficult situations
• Adapting to client business needs
• Removing roadblocks for client and team members
• Working efficiently (well organized, time management, prioritization)

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 13,000 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 brokerages — including Compass, Coldwell Banker, and Sotheby’s International Realty — rely 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.