Director of Client Success

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 50,000 real estate professionals, including more than 20 of the Wall Street Journal’s top 100 agents, Luxury Presence continues to set the standard for innovation and excellence in real estate technology.

We’re looking for a dynamic and experienced Director of Client Success to join our team and lead our efforts in driving client satisfaction, retention, and account growth. As the Director of Client Success, you’ll spearhead strategies that elevate the client experience and ensure our clients receive exceptional service and results with Luxury Presence.

Responsibilities:

• Strategize and Execute: Develop and implement comprehensive client success strategies that align with our company goals and KPIs, driving overall business success.
• Team Leadership: Lead, mentor, and grow the client success and client experience team, fostering an environment of high performance and professional development.
• Performance Management: Responsible for continuously monitoring team performance against established metrics, identifying areas for improvement, and implementing targeted interventions to enhance team effectiveness and drive optimal customer outcomes.
• Cross-Department Collaboration: Work closely with sales, marketing, product, and support teams to create a seamless and integrated client experience.
• Data-Driven Insights: Analyze client data to identify trends, predict client health, and develop proactive strategies.
• Issue Resolution: Manage client escalations and resolve issues promptly, ensuring high levels of client satisfaction.
• Client Advocacy: Drive client advocacy and loyalty programs to enhance engagement and retention.
• Retention Initiatives: Develop and implement strategic initiatives and scalable playbooks to increase client retention rates.
• Unique Client Experiences: Create distinctive client experiences that set our services apart in the market.
• Executive Reporting: Provide strategic insights and report on client success outcomes to executive leadership.

You’re gifted at:

• Team Leadership and Development: Leading a team to achieve high performance while fostering career growth.
• Strategic Thinking: Developing and executing client success strategies based on data-driven insights.
• Communication: Communicating effectively with cross-functional teams and clients.
• Client Relationship Management: Building and maintaining strong client relationships to ensure satisfaction and retention.
• Problem Solving: Analyzing data and solving problems to drive client success.

You have:

• Experience: Minimum of 10 years in client success or account management, with at least 3 years in a leadership role.
• Track Record: Proven ability to lead and scale client success operations.
• Skills: Strong analytical, problem-solving, communication, and interpersonal skills.
• Knowledge: Deep understanding of client success metrics, software (preferably salesforce), and tools. Proptech/SaaS/Digital Marketing experience is a plus!
• Education: A degree in Business Administration, Marketing, or a related field is a plus.

Key metrics:

• Team Performance: Hiring, leading and developing a high-performing client success and retention team.
• Client Satisfaction and Retention: Ensuring high levels of client satisfaction and driving retention rates to align with company goals
• Strategic Initiatives: Implementing strategies that drive efficiency and quality leading to better outcomes that align with short term and long term company strategy
• Data-Driven Insights: Using data to inform strategies and improve client outcomes.
• Cross-Department Collaboration: Working seamlessly with sales, product, data, operations, onboarding, support to deliver value and enhance the client experience.

Join us in creating unique client experiences and driving success through strategic initiatives and exceptional leadership. If you’re passionate about client success and have a proven track record in leading and developing high-performing teams, we want to hear from you!

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 over 20 of the Wall Street Journal’s top 100 agents. 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.