Lead and grow the Client Success team, develop strategic programs for client retention and satisfaction, collaborate with Sales and Marketing for an outstanding client journey.
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 80,000 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.
Why this role matters
We’re looking for a Director of Client Success to lead the team that powers our most important outcome — helping clients achieve success and stay for the long term. You’ll own the strategy, systems, and leadership that ensure every client sees measurable value from Luxury Presence.
You’ll manage and grow a team of high-performing Client Success Managers, build scalable playbooks, and work closely with Product, Sales, and Marketing to deliver an outstanding client journey.
If you love solving complex problems, leading strong teams, and creating programs that drive growth, this role gives you the chance to make a direct impact on our clients and our business.
What we’re looking for
A builder who can lead through both strategy and execution.
A strong people leader who develops talent and builds high-performing teams.
A systems thinker who knows how to design processes that scale with growth.
A clear communicator who thrives in cross-functional collaboration.
Someone who moves fast, sets a high bar, and inspires others to do the same.
Skills and experience
- 10+ years in Client Success, Account Management, or related roles, including at least 3 years leading a large or scaling team.
- Proven track record driving client retention, growth, and satisfaction at a high-growth SaaS or PropTech company.
- Deep understanding of customer health metrics, lifecycle management, and client segmentation.
- Experience with Salesforce or other CRM systems.
- Strong analytical and problem-solving skills — able to turn data into insight and action.
- Exceptional communication and relationship-building abilities.
- Bachelor’s degree in Business, Marketing, or a related field preferred.
What you’ll do
- Lead, mentor, and grow the Client Success Management teams.
- Build and execute a clear strategy for client retention, satisfaction, and account expansion.
- Create scalable playbooks and systems that support rapid company growth.
- Partner with Sales, Product, and Marketing to deliver a seamless client experience from onboarding through renewal.
- Monitor and improve client health metrics, retention rates, and NPS.
- Manage client escalations and ensure timely resolution.
- Provide executive-level insights on client trends, team performance, and retention drivers.
- Champion a culture of ownership, accountability, and continuous improvement.
Key metrics
- Client Retention: Achieve retention and expansion goals across all segments.
- Team Performance: Build, coach, and retain a high-performing client success organization.
- Operational Excellence: Develop scalable systems and processes that improve efficiency and quality.
- Client Satisfaction: Maintain industry-leading NPS and client satisfaction scores.
- Cross-Functional Impact: Drive alignment and outcomes across Product, Sales, and Marketing.
If you’re driven by helping clients succeed, thrive in high-growth environments, and want to lead a team that’s central to the company’s success — this is the role for 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 15,000 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.
Top Skills
Crm Systems
Salesforce
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