Director, Client Success - Austin, TX (Hybrid)

🏢 Luxury Presence · 📍 Austin, TX · 💼 hybrid · ⏰ Full-time

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Position Summary & Responsibilities

Luxury Presence is building the AI growth platform for real estate. Backed by Bessemer Venture Partners and other top investors, we're a Series C company that has hit $100M in annual recurring revenue. More than 90,000 real estate professionals, including over 30% of the WSJ Real Trends top 100 agents in the United States, use us to run and grow their business.

Why This Role Matters

Retention is how a subscription business compounds. Having crossed $100M in ARR, Luxury Presence's Client Success organization sits at a pivotal moment: a large and growing client base, a strong CSM team already in place, and a real opportunity to translate great client outcomes into durable, expanding revenue.

We're looking for a Director of Client Success to lead our CSM organization in Austin. You will lead a team of CSM managers and their CSMs, own the gross and net retention numbers, and build the operating model that lets us keep clients successful at scale. This is a builder's seat. You'll shape how the team is structured, how we score client health, how we run renewals and expansion, and how we coach a team to a consistently high bar.

You must be AI-forward. We expect our leaders to use AI and automation to extend team capacity, deepen client coverage, and make sharper decisions from data.

What You'll Own

Retention and Expansion

Own gross revenue retention and net revenue retention for the CSM book
Build and run the renewal and at-risk motions that protect recurring revenue
Partner with the team to grow upsell and expansion revenue across the base
Own a reliable retention and expansion forecast leadership can trust

Team Leadership

Lead, hire, and develop a team of CSM managers and their CSMs
Set clear targets and a coaching cadence so every rep knows the bar and how they're tracking
Manage performance directly, developing top performers and moving strugglers into better standing or out of the role
Build a high-ownership, low-ego culture that clients and teammates want to work with

Operating Model and Systems

🎯 Candidate Preparation Guide For Luxury Presence Applicants

Key Role Competencies & Evaluation Highlights

Key Role Focus:

Evaluates relentless execution velocity, high-end aesthetic sensitivity, and the ability to scale B2B SaaS solutions for elite clientele in high-stakes markets.

📋 Preparation Priorities (Key Areas to Clarify):

1. Using corporate, slow-moving bureaucratic language instead of agile startup terminology
2. Failing to demonstrate deep familiarity with the proptech or luxury real estate landscape
3. Showing a lack of urgency or prioritizing process over rapid output and iteration

✨ Recommended Role Alignment Hook:

I specialize in rapidly scaling high-growth B2B platforms by aligning elite design standards with aggressive revenue engines.

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