Customer Success Manager I
United States
Client Services – Client Services /
Full-time /
Remote
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 50,000 real estate professionals, including more than 20 of the Wall Street Journal’s top 100 agents, Luxury Presence continues to set the standard for innovation and excellence in real estate technology.
We’re looking for a Customer Success Manager I (CSM I) to join our growing Customer Success Management team. This role uniquely blends strategic support for Side Partnership clients and full ownership of our client education webinars, making it a dynamic position that drives client success at scale.
As a Digital CSM, you will analyze the customer journey to build proactive, data-driven engagement strategies for high-volume client plans. You will also lead our webinar programs, designing and delivering impactful training sessions to empower clients to maximize their use of our platform and services. This hybrid role is ideal for someone passionate about creating scalable solutions, leveraging technology to deliver value, and driving customer success through education.
Key Responsibilities
1. Client Success Management for Side Partnership Clients
Proactive Engagement:
• Analyze client data to build a scalable, digital-first engagement strategy that balances automation with targeted 1:1 communication.
• Design and execute automated nurture campaigns, in-app workflows, and event-triggered email communications.
• Develop personalized 1:many content such as Loom videos, email invites to webinars, and office hours around common client topics.
Portfolio Management:
• Manage a large portfolio of 600+ Side Partnership clients, ensuring their needs are met through a programmatic approach.
• Serve as the first point of contact for Side agent escalations, troubleshooting issues efficiently and effectively.
Growth:
• Identify opportunities for upselling (e.g., Launch-to-Brand, Brand-to-Growth) and expansions (e.g., On-Demand Ads, Agent Sub-Domains).
• Collaborate with the PED teams to align on product feedback and expectations for Side
Collaboration and Reporting:
• Work closely with Side’s main point of contact to provide client engagement updates.
2. Webinar Ownership and Strategy for LP Client Base
Webinar Development:
• Design, manage, and deliver a robust webinar program tailored to client needs, including:
▪️ Interactive workshops like “Presence Power Hour” covering all dashboard tools (e.g., property sites, CMA presentations, saved searches, and landing pages).
▪️ Topic-specific sessions on SEO and social media best practices, custom landing pages, and marketing collateral optimization.
• Partner with DCSMs and Marketing to co-host and manage webinar chats for an interactive, engaging experience.
Client Education:
• Develop long-term strategies for driving product adoption and ensuring clients maximize their ROI.
• Create in-depth, actionable content for SEO strategies, Google Business Profile optimization, newsletter creation, and social media best practices.
Webinar Marketing:
• Drive registration and attendance through email marketing campaigns and automated post-launch invites.
• Align with Support and CX teams to funnel clients to relevant webinars, supporting education and retention goals.
Performance Metrics:
• Track webinar attendance, engagement, and client feedback to continuously improve and expand topics.
You’re Gifted At:
- Analyzing data and identifying high-value opportunities for client engagement.
- Designing scalable communication strategies using automation and personalization.
- Managing complex client portfolios in fast-paced, high-volume environments.
- Developing and delivering educational content that drives engagement and retention.
- Communicating effectively, whether troubleshooting escalations or leading interactive webinars.
Qualifications:
- 2+ years of experience in software implementation, media agency campaign execution, or creative operations.
- 1+ years of experience in Customer Success Management or another customer-facing role.
- Knowledge of SEO, social media, content marketing, and/or paid media.
- Proven success in data-driven decision-making and results-oriented strategies.
- Ability to innovate in fast-paced, dynamic environments.
- Passion for empowering clients and building meaningful relationships.
- Interest or experience in the real estate industry (a passion is a plus).
$60,000 - $65,000 a year
60-65k base with a 20% performance bonus
Who we are: Luxury Presence is the real estate industry's most powerful marketing platform, providing award winning websites and cutting edge tech to the world’s top agents.
Founded in 2016 by Stanford Business School alumni Malte Kramer, Luxury Presence currently serves over 50,000 agents in the U.S. and Canada with its SaaS model — including over 20 of the top 100 WSJ real estate agents and teams. In addition, Luxury Presence is the official website partner to some of the industry's most powerful brokerages.
The Los Angeles-based SaaS company raised $25.9 million for its Series B round and recently announced $19.2M Series B-1. Bessemer Venture Partners led the round alongside fellow existing investors Toba Capital and Switch Ventures. Former Dallas Mavericks basketball player Dirk Nowitzki also participated in the round, along with other angel investors.
Its solutions include stunning website design, an engaging home search tool, an agent-to-agent listing referral network, powerful content & SEO strategies, expert-lead social media management, and digital advertising for lead generation. In 2020, Luxury Presence was recognized as a Best Place to Work by BuiltinLA and by Inc. as the 322nd fastest growing private company in America and then again in 2021 — LP ranked 598th.
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.
