Sr. Client Success Operations Manager

Luxury Presence

7d•$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 nationâs 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. The Sr. Client Success Operations Manager is a key role within the Client Success team, responsible for optimizing processes, systems, and tools to drive efficiency, scalability, and an exceptional client experience. This role will work closely with Client Success Managers, Sales, Marketing, and Product to ensure seamless operations and maximize client satisfaction and retention.

Requirements

Bachelor's degree in Business Administration, Operations Management, or a related field.
3 - 5+ years of experience in client success operations, or a similar role, preferably in a SaaS or technology company.
Strong understanding of client success principles and best practices.
Experience with CRM software (e.g., Salesforce), project management tools (e.g., e.g. Gong, Gainsight, etc.), and other relevant technologies.
Ability to manage projects from start to completion with proper documentation and success measures
Excellent analytical and problem-solving skills.
Data-driven mindset with the ability to track and analyze key metrics.
Strong communication and interpersonal skills, with the ability to build relationships with internal and external stakeholders and present to senior leaders.
Proven ability to manage and prioritize multiple projects simultaneously.

Nice To Haves

Experience in the real estate industry is a plus.

Responsibilities

Optimize Client Success Processes: Analyze existing client onboarding, support, and renewal processes to identify areas for improvement and implement streamlined workflows.
Develop and Maintain Systems & Tools: Manage and improve the technology stack used by the Client Success team, including CRM (Salesforce), project management tools, communication platforms, and knowledge bases.
Data Analysis and Reporting: Track key performance indicators (KPIs) related to client success, such as churn rate, customer lifetime value, and client satisfaction. Build operational reports and dashboards in Salesforce. Partner with the data and analytics team to develop trend analysis and identify insights to inform decision-making and drive improvements.
Onboarding and Training: Develop and deliver training programs for new and existing Client Success team members on processes, tools, and best practices.
Cross-functional Collaboration: Work closely with Sales, Marketing, and Product teams to ensure alignment on client needs, product development, and go-to-market strategies.
Project Management: Lead and manage projects related to client success initiatives, such as implementing new tools, launching client programs, and improving internal processes.
Knowledge Management: Create and maintain a comprehensive knowledge base of resources and best practices for the Client Success team.
Client Communication: Develop and implement communication strategies to keep clients informed and engaged, including newsletters, webinars, and in-app messaging.
Team Leadership: Provide guidance, mentorship, and support to Client Success team members, fostering a culture of collaboration and excellence.