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Salary: USD 160,000 - 190,000 / annual
Luxury Presence is an AI-powered growth platform for real estate, backed by Bessemer Venture Partners and other top investors. The company has achieved $100M in annual recurring revenue and serves over 90,000 real estate professionals, including more than 30% of the WSJ Real Trends top 100 agents.
As Director of Client Success, you will lead the CSM organization in Austin, managing a team of CSM managers and their direct reports. Your primary responsibilities include owning gross and net revenue retention metrics, building and executing renewal and at-risk client motions, and driving expansion revenue across the client base. You will establish a segmented coverage model, develop a client health scoring system, and create playbooks that scale the team's impact.
Key responsibilities:
- Own retention and expansion targets, building forecasts that leadership can rely on
- Lead, hire, and develop CSM managers and their teams with clear performance targets and coaching cadence
- Establish operating infrastructure including health scoring models, segmentation strategies, and QBR processes for high-value accounts
- Leverage AI and automation to extend team capacity and deepen client coverage
- Partner cross-functionally with Sales, Onboarding, Support, and Product to drive client outcomes
- Represent the voice of the customer internally and translate client signals into product and operational improvements
You will be a builder in a high-growth environment, shaping team structure, culture, and processes from the ground up. The role requires deep execution orientation, strong hiring and coaching skills, and comfort operating in ambiguity. Experience with data-driven decision-making and AI-forward scaling approaches is essential. Prior experience in proptech, real estate technology, or serving SMB/entrepreneur clients is a plus.
