Director, Client Success - Austin, TX (Hybrid)

Job description

**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** - Establish segmented coverage so the right clients get the right level of attention - Build a client health scoring model and the playbooks that act on it - Shape the QBR and business-review motion for high-value accounts - Use AI and automation to scale coverage and free the team to focus on the highest-impact work ### **Cross-Functional Leadership** - Partner with Sales, Onboarding, Support, and Product to drive outcomes CS doesn't fully control - Represent the voice of the client inside the company and turn client signal into action ## **What We're Looking For** ### **Experience** - 8+ years in Client Success or account management, with at least 3 years leading leaders (managing managers) - Proven track record owning and hitting gross and net retention or renewal and expansion targets - Experience scaling a CS team in a high-growth SaaS or subscription business - Built operating infrastructure before: health scoring, segmentation, playbooks, forecasting ### **Leadership and Mindset** - Deeply execution-oriented with a strong sense of ownership over the number and the team - Hires and coaches well, and is willing to have hard performance conversations - Comfortable operating in complexity and ambiguity, and building where structure doesn't yet exist - Data-driven, and AI-forward in how you scale a team ### **Nice to Have** - Experience in proptech, real estate technology, or serving SMB and entrepreneur clients ### **Compensation** - Base salary: $160,000 - $190,000 - Annual performance bonus - Equity - Comprehensive benefits ***This is a hybrid role based in Austin, TX, with several days per week in our Austin office.***