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About the Role

Luxury Presence is seeking a Manager of Onboarding to lead the team responsible for guiding clients from kickoff through launch. This role is critical in ensuring a positive and efficient client onboarding experience, directly impacting client relationships and satisfaction.

Responsibilities

• Lead and develop a team of Onboarding ICs managing the client journey from kickoff through website or app launch.
• Conduct structured bi-weekly 1:1s, provide actionable feedback, and create personalized development plans for each IC.
• Monitor key metrics daily, including launch volume, time to launch, CSAT, and Pre-Launch Churn MRR, taking proactive action when necessary.
• Manage client escalations with urgency and sound judgment, determining when to intervene directly or coach the team.
• Drive quarter-over-quarter improvements in backlog age, time to launch, and pre-launch churn.
• Partner cross-functionally with Product Fulfillment, Sales, Client Success, and Engineering to reduce handoff friction and close feedback loops.
• Own the new hire experience, delivering a structured 30/60/90 onboarding plan to ensure new ICs reach full productivity by Day 90.
• Utilize data to identify workflow gaps, implement process improvements, and maintain clear internal documentation.
• Lead or contribute to at least one high-impact project per quarter focused on enhancing onboarding efficiency or client experience.

Requirements

• 3+ years in a client-facing operations, onboarding, or implementation role.
• 1+ years managing and leading a team in a metrics-driven environment.
• Proven track record of hitting team targets and improving performance over time.
• Experience working cross-functionally in a fast-moving, high-growth company.
• Comfort building and tracking KPIs in spreadsheets or BI tools.
• Familiarity with CRM and project management tools, with a track record of learning new systems quickly.
• A high bar for quality and a bias for action when issues arise.

Skills

• Coaching people and developing ICs.
• Reading and interpreting metrics to understand team, client, and process performance.
• Maintaining composure under pressure and making clear decisions.
• Transforming frustrated clients into retained ones through empathy, directness, and follow-through.
• Building cross-functional trust and closing feedback loops.
• Communicating clearly and setting expectations.
• Documenting processes and leaving things better than found.
• Modeling company values.

Location

• Remote

Work Type

• Full-time

Experience Level

• Manager
• 1+ years managing and leading a team

Salary/Compensations

• $95,000 - $105,000 a year

Benefits

• Performance bonus
• Competitive equity
• Full benefits

About the Company

• Luxury Presence is building the AI growth platform for real estate, backed by Bessemer Venture Partners and other top investors. As a Series C company with $100M in annual recurring revenue, we serve over 90,000 real estate professionals. We are shaping the future of real estate by challenging the status quo with cutting-edge technology, including AI tools, award-winning web design, and agile SEO solutions. Founded in 2016, we are a fast-growing company recognized on the Inc. 5000 list for three consecutive years. We have raised $89 million to date and are trusted by industry leaders and brokerages. Luxury Presence has been recognized on BuiltIn's Best Place to Work lists since 2020 and received industry awards for innovation.

Equal Opportunity

• 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.