Director of Client Success Operations

Luxury Presence

8d • $125,000 - $155,000

About The Position

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. Why this role matters Client Success is one of the biggest drivers of our growth, and we’re looking for a Director of Client Success Operations to build the systems, processes, and insights that help us scale with speed and quality. You’ll lead the operational backbone of a team that serves tens of thousands of real estate professionals. You’ll design and improve the workflows, tools, and data structures that drive retention, efficiency, and a consistently great client experience. You’ll work closely with leaders across Sales, Marketing, Product, and Data to shape how the company serves clients as we grow from $85M to $300M+ in the next 4 years. This is a role for someone who loves complexity, creates clarity, and builds systems that work at scale. If you want to own a critical part of our growth engine and see your work reflected directly in client outcomes, this is the place to do it.

Requirements

• 5+ years in Client Success Operations or similar roles at a SaaS or tech company, including experience leading or managing teams.
• Strong background in process design, workflow optimization, and operational strategy.
• Hands-on experience with Salesforce and other CS tools such as Gong, telephony systems, bulk email platforms, and project management tools.
• Ability to build dashboards and reports, track KPIs, and work closely with data partners to identify trends and opportunities.
• Experience evaluating and implementing new tools, including AI-powered solutions.
• Clear, concise communicator with experience presenting to senior leaders.
• Strong project management skills, with the ability to run complex initiatives from start to finish.

Responsibilities

• Lead and scale the Client Success Operations function.
• Design, improve, and document processes for onboarding, support, renewals, and client programs.
• Own the CS tech stack and partner closely with the Salesforce team to prioritize enhancements, test updates, and support deployments.
• Build dashboards and operational reports that give leaders real-time insight into client health and team performance.
• Partner with Data and Analytics to drive trend analysis, surface insights, and support strategic decisions.
• Create training programs for new and existing team members, ensuring consistent adoption of tools and best practices.
• Build and maintain the CS knowledge base, ensuring the team has clear and accessible resources.
• Develop client communication programs, including newsletters, webinars, and in-app messaging.
• Work closely with Sales, Marketing, and Product to align on client needs and operational readiness.
• Help shape a culture of clarity, accountability, and continuous improvement across the Client Success organization.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees