CS Operations Manager

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

CS Operations is the operational backbone of our post-sales organization, serving tens of thousands of real estate professionals across Customer Success, CX, Support, Onboarding, and Product Fulfillment. We are looking for a Senior Manager of CS Operations to own and drive critical projects, including product management of Scout (our internal CSM platform), and deliver operational improvements that directly impact gross revenue retention.

You will report to the Director of CS Operations and operate with significant autonomy: taking projects from scoping through delivery, managing stakeholders across multiple functional teams, and building systems that help our CS organization scale. If you are a self-directed operator who thrives on complexity and wants to see your work reflected in client outcomes, this is the role.

What You Will Do

• Own product management of Scout (CSM Cockpit and Client Activation): roadmap, stakeholder alignment, sprint execution, and iteration
• Drive the CS Ops project backlog focused on post-launch operations, delivering projects independently with minimal direction
• Design and implement processes, workflows, and systems that improve operational efficiency across the post-sales surface
• Partner with leaders across Customer Success, CX, Support, Onboarding, and Product Fulfillment to identify and solve operational problems
• Build dashboards, reports, and operational insights that drive data-informed decisions
• Contribute to increasing the book size CSMs can manage while maintaining CSAT and eNPS
• Leverage AI tools and automation to multiply team capacity and reduce manual work
• Support change management and adoption for new processes and tools across CS

What We Are Looking For

• 5+ years in CS Operations, Revenue Operations, or a similar role at a SaaS or tech company
• Strong project management skills with a track record of driving complex, cross-functional initiatives from start to finish
• Systems thinking and process design: you see the full picture and build solutions that scale
• Analytical mindset: comfortable building dashboards, defining KPIs, and using data to inform decisions
• Cross-functional stakeholder management: you can influence and align leaders across multiple teams
• Product management mindset: you do not need a PM background, but you think in terms of users, outcomes, and iteration
• AI fluency: you actively use AI tools in your work and can identify where automation creates leverage
• Driven and execution-focused: you move fast, close loops, and hold yourself accountable
• Intellectually curious: you ask why, dig into root causes, and continuously improve
• Hands-on experience with Salesforce and other CS/GTM tools

Nice to Have

• Experience serving as an internal product manager for ops-built tools or platforms
• Experience with CS platforms (Intercom, Zendesk, Gainsight, or similar)
• Background in real estate technology or vertical SaaS
• Experience building or scaling an ops function in a high-growth environment (75-200M ARR)

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.