Client Success Director

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, including over 30% of the WSJ Real Trends top 100 agents in the United States, use us to run and grow their business.

Why This Role Matters

Retention is how a subscription business compounds. Having crossed $100M in ARR, Luxury Presence's Client Success organization sits at a pivotal moment: a large and growing client base, a strong CSM team already in place, and a real opportunity to translate great client outcomes into durable, expanding revenue.

We're looking for a Director of Client Success to lead our CSM organization in Austin. You will lead a team of CSM managers and their CSMs, own the gross and net retention numbers, and build the operating model that lets us keep clients successful at scale. This is a builder's seat. You'll shape how the team is structured, how we score client health, how we run renewals and expansion, and how we coach a team to a consistently high bar.

You must be AI-forward. We expect our leaders to use AI and automation to extend team capacity, deepen client coverage, and make sharper decisions from data.

What You'll Own

Retention and Expansion

• 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

Team Leadership

• 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

Operating Model and Systems

• 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

Cross-Functional Leadership

• 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

What We're Looking For

Experience

• 8+ years in Client Success or account management, with 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

• Built operating infrastructure before: health scoring, segmentation, playbooks, forecasting

Leadership and Mindset

• 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

Nice to Have

• Experience in proptech, real estate technology, or serving SMB and entrepreneur clients

Compensation

• Base salary: $160,000 - $190,000

• Annual performance bonus

• Equity

• Comprehensive benefits

This is a hybrid role based in Austin, TX, with several days per week in our Austin office.

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, 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 top agents and teams. Additionally, 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.   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.