Customer Success Manager I

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).

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 13,000 real estate businesses rely on our platform, including over 20 of the Wall Street Journal’s top 100 agents. 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.