The Senior Client Success Operations Manager optimizes client processes, develops systems and tools, performs data analysis, trains team members, and collaborates across departments to enhance client satisfaction and retention.
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 80,000 real estate professionals, including 31 of the nation’s 100 top-performing agents as published in the Wall Street Journal, Luxury Presence continues to set the standard for innovation and excellence in real estate technology.
The Sr. 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:
- Project Management: Lead and manage projects related to client success initiatives, such as implementing new tools, launching client programs, and improving internal processes.
- 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.
- 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: Strong player/coach for growing CS Operations function.
Qualifications:
- Bachelor's degree in Business Administration, Operations Management, or a related field.
- 3 - 5+ years of experience in client success 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, and other CS management tools (e.g. Gong, Gainsight, etc.)
- Ability to manage projects from start to completion with proper documentation and success measures
- Excellent analytical and problem-solving skills.
- Experience evaluating and implementing AI tools is a plus.
- 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.
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 15,000 real estate businesses rely on our platform, including 31 of the RealTrends top 100 agents featured in The Wall Street Journal. 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.
Top Skills
Gainsight
Gong
Project Management Tools
Salesforce
Luxury Presence Santa Monica, California, USA Office
Santa Monica, CA, United States
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