Manager, Digital Client Success

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.

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.

• 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.

• 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.

• 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…