Customer Success Manager II, Luxury Presence App

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.
We’re looking for a Customer Success Manager to drive adoption and engagement of the Luxury Presence App, a mobile-first solution designed to transform how real estate agents and their clients collaborate. By enabling seamless sharing of MLS listings, personalized searches, and real-time collaboration through interactive boards, the app helps agents deliver an unparalleled client experience.
As a CSM, you’ll play a pivotal role in guiding clients from onboarding to ongoing success. You’ll lead activations, provide training, and proactively ensure that clients are maximizing the app’s features to drive retention, satisfaction, and long-term business growth.

Essential Functions

• Onboarding & Relationship Management: Lead new client onboarding and app activation while serving as the primary contact to build strong, lasting relationships that drive satisfaction and retention
• Strategy & Optimization: Analyze client usage, deliver performance insights, and provide strategic recommendations to maximize adoption and outcomes
• Training & Support: Deliver training, resources, and hands-on guidance to empower clients, while resolving issues quickly in partnership with internal teams
• Feedback & Collaboration: Gather client feedback to inform product improvements and partner with sales, marketing, and product to ensure alignment and client success
• Retention & Growth: Identify risks, create strategies to strengthen retention, and uncover opportunities for upsell within accounts
• Continuous Improvement: Evaluate and refine onboarding, engagement, and support processes to improve efficiency and scale success

You’Re Gifted At

• Building strong client relationships that drive satisfaction and retention
• Translating platform data into actionable insights and recommendations
• Communicating complex ideas in clear, client-friendly language
• Driving collaboration across internal teams to ensure seamless client experiences
• Identifying opportunities for upsell and growth within your accounts

You Have

• 2+ years of SaaS experience, ideally in Customer Success, Product Management, or a related field
• Demonstrated ability to manage customer lifecycles and drive product adoption
• Strong analytical skills to interpret data trends and develop client strategies
• Excellent written and verbal communication skills with a knack for creating engaging training and content
• A passion for technology, innovation, and improving the real estate client experience

You Are

• Proactive and customer-obsessed, always focused on driving client value
• Agile and adaptable, able to adjust strategies based on client needs or shifting priorities
• A collaborator who works seamlessly with cross-functional teams to improve offerings and outcomes
• A problem-solver who turns challenges into opportunities to enhance client engagement
• Dedicated to delivering exceptional service and empowering agents to succeed with the Luxury Presence App
• Located in Austin, TX  and able to work 4 days a week in office, 8:30am to 5:30pm CT, as a part of our Hybrid team (In office 4 days a week for first 30 days, 3 days a week once you have successfully completed new hire training)

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.