Client Success Operations Manager

About Luxury Presence:
Luxury Presence is the fastest-growing digital platform for agents, teams, and brokerages. Our award-winning real estate websites, modern marketing solutions, and AI-powered mobile platform help agents attract more business, work more efficiently, and serve our clients. Since launching in 2016, Luxury Presence has been trusted by more than 50,000 real estate professionals, including over 20 Wall Street Journal Top 100 agents.

About the Role:
The Client Success Operations Manager is a key role within the Client Success team, responsible for optimizing processes, systems, and tools to drive efficiency, scalability, and an exceptional client experience. This role will work closely with Client Success Managers, Sales, Marketing, and Product to ensure seamless operations and maximize client satisfaction and retention.

Responsibilities:

• Optimize Client Success Processes: Analyze existing client onboarding, support, and renewal processes to identify areas for improvement and implement streamlined workflows.
• Develop and Maintain Systems & Tools: Manage and improve the technology stack used by the Client Success team, including telephony & bulk email platforms,project management tools, knowledge base and Gong. Additionally, partner with the CRM (Salesforce) team to prioritize key issues, test updates, and support deployments. Develop and maintain Standard Operating Procedures for CS Operations.
• Data Analysis and Reporting: Track key performance indicators (KPIs) related to client success, such as churn rate, customer lifetime value, and client satisfaction. Build operational reports and dashboards in Salesforce. Partner with the data and analytics team to develop trend analysis and identify insights to inform decision-making and drive improvements.
• Onboarding and Training: Develop and deliver training programs for new and existing Client Success team members on processes, tools, and best practices.
• Cross-functional Collaboration: Work closely with Sales, Marketing, and Product teams to ensure alignment on client needs, product development, and go-to-market strategies.
• Project Management: Lead and manage projects related to client success initiatives, such as implementing new tools, launching client programs, and improving internal processes.
• Knowledge Management: Create and maintain a comprehensive knowledge base of resources and best practices for the Client Success team.
• Client Communication: Develop and implement communication strategies to keep clients informed and engaged, including newsletters, webinars, and in-app messaging.
• Team Leadership: Provide guidance, mentorship, and support to Client Success Operations team members, fostering a culture of collaboration and excellence.

Qualifications:

• Bachelor's degree in Business Administration, Operations Management, or a related field.
• 3+ years of experience in client success operations, sales operations, or a similar role, preferably in a SaaS or technology company.
• Strong understanding of client success principles and best practices.
• Experience with CRM software (e.g., Salesforce), project management tools (e.g., Asana), and other relevant technologies.
• Excellent analytical and problem-solving skills.
• Data-driven mindset with the ability to track and analyze key metrics.
• Strong communication and interpersonal skills, with the ability to build relationships with internal and external stakeholders and present to senior leaders.
• Proven ability to manage and prioritize multiple projects simultaneously.
• Experience in the real estate industry is a plus.

Benefits:

• Competitive salary and benefits package.
• Opportunity to work in a fast-growing, dynamic company.
• Be part of a passionate and supportive team.
• Make a real impact on the success of our clients.

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.