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About the Role
Luxury Presence is seeking a Director of Client Success to lead their CSM organization in Austin. This role is responsible for owning gross and net retention numbers, building the operating model for client success at scale, and shaping team structure, client health scoring, renewals, expansion, and coaching. The ideal candidate will be AI-forward, using AI and automation to enhance team capacity and decision-making.
Responsibilities
- Own gross revenue retention and net revenue retention for the CSM book
- Build and run the renewal and at-risk motions that protect recurring revenue
- Partner with the team to grow upsell and expansion revenue across the base
- Own a reliable retention and expansion forecast leadership can trust
- Lead, hire, and develop a team of CSM managers and their CSMs
- Set clear targets and a coaching cadence so every rep knows the bar and how they're tracking
- Manage performance directly, developing top performers and moving strugglers into better standing or out of the role
- Build a high-ownership, low-ego culture that clients and teammates want to work with
- Establish segmented coverage so the right clients get the right level of attention
- Build a client health scoring model and the playbooks that act on it
- Shape the QBR and business-review motion for high-value accounts
- Use AI and automation to scale coverage and free the team to focus on the highest-impact work
- Partner with Sales, Onboarding, Support, and Product to drive outcomes CS doesn't fully control
- Represent the voice of the client inside the company and turn client signal into action
Requirements
- 8+ years in Client Success or account management
- At least 3 years leading leaders (managing managers)
- Proven track record owning and hitting gross and net retention or renewal and expansion targets
- Experience scaling a CS team in a high-growth SaaS or subscription business
- Experience building operating infrastructure: health scoring, segmentation, playbooks, forecasting
- Deeply execution-oriented with a strong sense of ownership over the number and the team
- Hires and coaches well, and is willing to have hard performance conversations
- Comfortable operating in complexity and ambiguity, and building where structure doesn't yet exist
- Data-driven, and AI-forward in how you scale a team
- Experience in proptech, real estate technology, or serving SMB and entrepreneur clients (Nice to Have)
Skills
- AI-forward
- AI and automation
- Client health scoring
- Segmentation
- Playbooks
- Forecasting
- QBR and business-review motion
Location
- Austin, TX
Work Type
- Hybrid
Experience Level
- 8+ years in Client Success or account management
- 3+ years leading leaders
Salary/Compensations
- $160,000 - $190,000 Base Salary
- Annual performance bonus
- Equity
Benefits
- Comprehensive benefits
About the Company
- Luxury Presence is building the AI growth platform for real estate.
- Backed by Bessemer Venture Partners and other top investors, we're a Series C company that has hit $100M in annual recurring revenue.
- More than 90,000 real estate professionals use our platform.
- 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, NextEquity Partners, Toba Capital, and Switch Ventures, and have raised $89 million to date.
- More than 18,000 real estate businesses rely on our platform, including 30% of the Wall Street Journal RealTrends agents and teams.
- Many of the industry's most powerful brokerages 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 we just scored an Inman Innovation Award for Best AI-Powered Platform.
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.