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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 measures 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.
• Collaborate cross-functionally with Product Fulfillment, Sales, Client Success, and Engineering to streamline handoffs and close feedback loops.
• Own the new hire experience, implementing 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 achieving 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 demonstrated ability to learn new systems quickly.
• A high standard for quality and a proactive approach to addressing issues.

Skills

• Coaching and people development
• Metrics analysis and interpretation
• Decision-making under pressure
• Client relationship management and empathy
• Cross-functional collaboration and trust-building
• Clear communication (up, down, and sideways)
• Documentation and process improvement
• Modeling company values

Location

• Austin, TX

Work Type

• Hybrid

Experience Level

• Manager
• 3+ years in client-facing operations, onboarding, or implementation
• 1+ years managing and leading a team

Salary/Compensations

• $95,000 - $130,000 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 top investors and having achieved $100M in ARR.
• The company serves over 90,000 real estate professionals, including a significant portion of top US agents.
• Luxury Presence is a fast-growing company in the proptech and marketing sectors, challenging the status quo with innovative technology.
• The team consists of agile and tenacious innovators focused on building game-changing products for real estate entrepreneurs.
• Founded in 2016, Luxury Presence has been recognized on the Inc. 5000 list for three consecutive years and is backed by world-class investors.
• The company has received numerous accolades, including BuiltIn's Best Place to Work lists, Tech Trendsetter awards, and an Inman Innovation Award.

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.