Manager, Digital Client Success

Luxury Presence is the leading growth platform for high-performing real estate agents, teams, and brokerages. The company provides agent-branded websites, advanced marketing tools, and Presence® CRM, the AI relationship engine that transforms an agent’s sphere into a proactive source of new business. More than 17,000 real estate businesses rely on Luxury Presence to elevate their brand, attract clients, and grow their business, including 30% of the Wall Street Journal RealTrends top agents and teams. We’re looking for a Manager, Digital Client Success to join our talented and growing team. In this role, you’ll lead and develop a team of Digital Client Success Managers (DCSMs), including our Luxury Presence App DCSM and Webinar DCSM, who deliver scalable client engagement through 1:many programs, product education, and digital-first initiatives. Beyond team leadership, you’ll also own non-CSM touchpoints in the client journey, such as in-app messaging, marketing email collaboration, and other digital strategies that improve the client experience without requiring human intervention. This is an exciting opportunity for someone who thrives in people leadership, is data-driven and innovative, and is passionate about scaling client success through technology and digital engagement. As a Manager, you’ll ensure that every interaction—human or digital—adds measurable value for clients and drives retention and growth. Essential Functions

Team Leadership & Development: Hire, coach, and mentor a high-performing team of DCSMs, including App and Webinar specialists. Foster accountability, growth, and collaboration within a fast-paced environment

Digital Client Strategy: Oversee 1:many engagement strategies including performance check-ins, group calls, webinars, and in-app engagement. Ensure your team drives retention through proactive education, adoption, and platform optimization

Non-CSM Touchpoints: Own digital client engagement channels such as in-app messaging, client education emails, and automated touchpoints. Collaborate with Marketing and Product to design scalable, tech-enabled experiences that strengthen retention without human intervention

Retention & Growth: Partner with your team to identify upsell opportunities, guide renewal strategies, and ensure smooth handoffs to Sales. Focus on improving GRR, CSAT, and expansion across the digital client base

Operational Excellence: Streamline tools, workflows, and processes to maximize efficiency in a high-volume client environment. Lead initiatives that improve scalability and digital impact

Training & Enablement: Ensure consistent delivery of education on SEO, digital marketing, and Luxury Presence products. Support both team and client learning through webinars, workshops, and in-app content

Data-Driven Insights: Monitor KPIs such as client engagement, upsell handoffs, CSAT, GRR, and digital adoption. Use analytics to drive improvements and provide leadership with transparent reporting

Cross-Functional Collaboration: Partner with Marketing, Product, Sales, and Engineering to align digital success strategies with product enhancements, campaigns, and platform innovations

Change Leadership: Lead your team and clients through new initiatives, tools, and processes, ensuring smooth adoption and measurable impact

You’re gifted at

Leading diverse, specialized teams with clarity, accountability, and empathy

Driving scalable client success strategies across both human and digital channels

Coaching team members to excel in client education, engagement, and upsell identification

Turning data into actionable insights that improve client outcomes and team performance

Thriving in high-volume, fast-paced environments while maintaining focus on results

You have

2–4 years of people management experience in SaaS, Customer Success, or digital marketing services

5+ years of client-facing experience with a proven record of retention, adoption, and expansion

Strong knowledge of SEO, digital marketing, and platform adoption strategies

Experience designing or managing digital client touchpoints (in-app messaging, client emails, automated programs)

Excellent communication and collaboration skills, with the ability to influence across functions

Experience in Salesforce, Pendo, Hubspot, and Slack integrations (preferred)

You are

A multiplier who develops high-performing individuals and teams

A client advocate who ensures success at both the individual and program level

Analytical and process-oriented, with a focus on digital scalability and impact

Innovative and adaptable, always seeking new ways to improve client experience through both people and technology

Collaborative, empathetic, and committed to building a positive, client-first culture

Located in Austin, TX  and able to work 4 days a week in office as a part of our Hybrid team