Manager, Digital Client Success Management
Austin, TX
Client Services – Client Success /
Full-time /
Hybrid
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 Manager, Digital Client Success Management to join our talented and growing team. In this role, you’ll lead and develop a team of Digital Client Success Managers (DCSMs), including our Luxury Presence App DCSM and Webinar DCSM, who deliver scalable client engagement through 1:many programs, product education, and digital-first initiatives. Beyond team leadership, you’ll also own non-CSM touchpoints in the client journey, such as in-app messaging, marketing email collaboration, and other digital strategies that improve the client experience without requiring human intervention.
This is an exciting opportunity for someone who thrives in people leadership, is data-driven and innovative, and is passionate about scaling client success through technology and digital engagement. As a Manager, you’ll ensure that every interaction—human or digital—adds measurable value for clients and drives retention and growth.
Essential Functions
- Team Leadership & Development: Hire, coach, and mentor a high-performing team of DCSMs, including App and Webinar specialists. Foster accountability, growth, and collaboration within a fast-paced environment
- Digital Client Strategy: Oversee 1:many engagement strategies including performance check-ins, group calls, webinars, and in-app engagement. Ensure your team drives retention through proactive education, adoption, and platform optimization
- Non-CSM Touchpoints: Own digital client engagement channels such as in-app messaging, client education emails, and automated touchpoints. Collaborate with Marketing and Product to design scalable, tech-enabled experiences that strengthen retention without human intervention
- Retention & Growth: Partner with your team to identify upsell opportunities, guide renewal strategies, and ensure smooth handoffs to Sales. Focus on improving GRR, CSAT, and expansion across the digital client base
- Operational Excellence: Streamline tools, workflows, and processes to maximize efficiency in a high-volume client environment. Lead initiatives that improve scalability and digital impact
- Training & Enablement: Ensure consistent delivery of education on SEO, digital marketing, and Luxury Presence products. Support both team and client learning through webinars, workshops, and in-app content
- Data-Driven Insights: Monitor KPIs such as client engagement, upsell handoffs, CSAT, GRR, and digital adoption. Use analytics to drive improvements and provide leadership with transparent reporting
- Cross-Functional Collaboration: Partner with Marketing, Product, Sales, and Engineering to align digital success strategies with product enhancements, campaigns, and platform innovations
- Change Leadership: Lead your team and clients through new initiatives, tools, and processes, ensuring smooth adoption and measurable impact
You’re gifted at
- Leading diverse, specialized teams with clarity, accountability, and empathy
- Driving scalable client success strategies across both human and digital channels
- Coaching team members to excel in client education, engagement, and upsell identification
- Turning data into actionable insights that improve client outcomes and team performance
- Thriving in high-volume, fast-paced environments while maintaining focus on results
You have
- 2–4 years of people management experience in SaaS, Customer Success, or digital marketing services
- 5+ years of client-facing experience with a proven record of retention, adoption, and expansion
- Strong knowledge of SEO, digital marketing, and platform adoption strategies
- Experience designing or managing digital client touchpoints (in-app messaging, client emails, automated programs)
- Excellent communication and collaboration skills, with the ability to influence across functions
- Experience in Salesforce, Pendo, Hubspot, and Slack integrations (preferred)
You are
- A multiplier who develops high-performing individuals and teams
- A client advocate who ensures success at both the individual and program level
- Analytical and process-oriented, with a focus on digital scalability and impact
- Innovative and adaptable, always seeking new ways to improve client experience through both people and technology
- Collaborative, empathetic, and committed to building a positive, client-first culture
- Located in Austin, TX and able to work 4 days a week in office as a part of our Hybrid team
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.
