Director of Client Success Operations - United States
20 hours ago
Job description
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 on track to hit $100M in annual recurring revenue in the next six months. More than 87,000 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
Client Success is one of the biggest drivers of our growth, and we're looking for a Director of Client Success Operations to build the systems, processes, and insights that help us scale with speed and quality.
You'll lead the operational backbone of a team that serves tens of thousands of real estate professionals. You'll design and improve the workflows, tools, and data structures that drive retention, efficiency, and a consistently great client experience. You'll work closely with leaders across Sales, Marketing, Product, and Data to shape how the company serves clients as we grow from $85M to $300M+ in the next 4 years.
This is a role for someone who loves complexity, creates clarity, and builds systems that work at scale. If you want to own a critical part of our growth engine and see your work reflected directly in client outcomes, this is the place to do it.
What we're looking for
- A systems thinker who can see the full client journey and design operations that make it seamless.
- A builder who enjoys improving processes, implementing tools, and creating structure in fast-moving environments.
- A leader who sets high standards, supports a growing team, and works well across functions.
- A communicator who turns data into clear insights and makes decisions that help the business move faster.
- Someone who is calm under pressure, organized, and energized by big challenges.
Skills and experience
- 5+ years in Client Success Operations or similar roles at a SaaS or tech company, including experience leading or managing teams.
- Strong background in process design, workflow optimization, and operational strategy.
- Hands-on experience with Salesforce and other CS tools such as Gong, telephony systems, bulk email platforms, and project management tools.
- Ability to build dashboards and reports, track KPIs, and work closely with data partners to identify trends and opportunities.
- Experience evaluating and implementing new tools, including AI-powered solutions.
- Clear, concise communicator with experience presenting to senior leaders.
- Strong project management skills, with the ability to run complex initiatives from start to finish.
What you'll do
- Lead and scale the Client Success Operations function.
- Design, improve, and document processes for onboarding, support, renewals, and client programs.
- Own the CS tech stack and partner closely with the Salesforce team to prioritize enhancements, test updates, and support deployments.
- Build dashboards and operational reports that give leaders real-time insight into client health and team performance.
- Partner with Data and Analytics to drive trend analysis, surface insights, and support strategic decisions.
- Create training programs for new and existing team members, ensuring consistent adoption of tools and best practices.
- Build and maintain the CS knowledge base, ensuring the team has clear and accessible resources.
- Develop client communication programs, including newsletters, webinars, and in-app messaging.
- Work closely with Sales, Marketing, and Product to align on client needs and operational readiness.
- Help shape a culture of clarity, accountability, and continuous improvement across the Client Success organization.
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. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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