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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 30% of the WSJ Real Trends top 100 agents.
In this role, you will serve as the operational backbone of the post-sales organization, reporting to the Director of CS Operations. You will own and drive critical projects with significant autonomy, taking initiatives from scoping through delivery while managing stakeholders across multiple functional teams.
Key responsibilities include:
- Own product management of Scout (CSM Cockpit and Client Activation platform), including roadmap development, stakeholder alignment, sprint execution, and iteration
- Drive the CS Ops project backlog focused on post-launch operations, delivering projects independently with minimal direction
- Design and implement processes, workflows, and systems that improve operational efficiency across the post-sales surface (Customer Success, CX, Support, Onboarding, Product Fulfillment)
- Partner with leaders across multiple teams to identify and solve operational problems
- Build dashboards, reports, and operational insights that drive data-informed decisions
- Contribute to increasing the book size CSMs can manage while maintaining CSAT and eNPS
- Leverage AI tools and automation to multiply team capacity and reduce manual work
- Support change management and adoption for new processes and tools across CS
You will work in a fast-growing, venture-backed environment where your work directly impacts gross revenue retention and client outcomes.
REQUIREMENTS:
- 5+ years in CS Operations, Revenue Operations, or similar role at a SaaS or tech company
- Strong project management skills with a track record of driving complex, cross-functional initiatives from start to finish
- Systems thinking and process design capability; ability to see the full picture and build scalable solutions
- Analytical mindset; comfortable building dashboards, defining KPIs, and using data to inform decisions
- Cross-functional stakeholder management skills; ability to influence and align leaders across multiple teams
- Product management mindset (PM background not required, but must think in terms of users, outcomes, and iteration)
- AI fluency; actively use AI tools in work and identify where automation creates leverage
- Driven and execution-focused; move fast, close loops, and hold yourself accountable
- Intellectually curious; ask why, dig into root causes, and continuously improve
- Hands-on experience with Salesforce and other CS/GTM tools
NICE TO HAVE:
- Experience serving as an internal product manager for ops-built tools or platforms
- Experience with CS platforms (Intercom, Zendesk, Gainsight, or similar)
- Background in real estate technology or vertical SaaS
- Experience building or scaling an ops function in a high-growth environment (75-200M ARR)
