Client Experience Manager - Luxury Presence
View Company Profile- Job Title
- Client Experience Manager
- Job Location
- Phoenix, AZ
- 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 on track to hit $100M in annual recurring revenue in the next six months. 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.We’re looking for a Client Experience Manager (CXM) to join our talented and growing Support team. Our clients are some of the top real estate agents in the world, and as a CXM at Luxury Presence, you’ll play a critical role in retaining them by reinforcing the value of their online presence — the home base of their business.What You’ll Do
- Act as a trusted advisor to clients at risk of cancellation, quickly building rapport and delivering solutions that not only meet their needs but also highlight the long-term value Luxury Presence provides to their brand
- Manage a pipeline of retention cases for our highest value clients, balancing urgency with thoughtful, long-term strategies to improve client satisfaction and loyalty
- Partner with Product and Go-To-Market teams to close feedback loops and advocate for client needs
- Document conversations thoroughly and ensure data accuracy to enable reporting and decision-making
- Drive proactive outreach and follow-up to reduce churn and increase client engagement
- Contribute to a culture of continuous improvement by identifying process gaps and recommending solutions
What You’ll Bring- 2–4 years of experience in client retention, account management, or customer success (SaaS or real estate technology experience preferred)
- A strong track record of meeting or exceeding retention, renewal, or save-rate targets
- Excellent communication skills — both verbal and written — with the ability to navigate difficult conversations gracefully
- Calm, empathetic energy under pressure; you don’t take challenges personally and stay solution-focused
- Highly organized and detail-oriented, with the ability to manage multiple cases simultaneously
- Familiarity with real estate or marketing software is a plus
- A start-up mindset: adaptable, resourceful, and excited to roll up your sleeves
How You’ll Be Measured- Retention Outcomes: CR Save Rate, Gross Revenue Retention (GRR)
- Productivity: First Touch Resolution, responsiveness and communication with escalated clients
- Quality: Client sentiment post-CX call
- Collaboration: Partner feedback from Product and Go-To-Market teams
- Bonus Opportunities Based On: GRR performance, CR Save Rate performance
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Luxury Presence Company Size
Between 200 - 1,000 employees
Luxury Presence Founded Year
2015
Luxury Presence Total Amount Raised
$50,500,000
Luxury Presence Funding Rounds
View funding detailsSeries B
$19,200,000 USD
Series B
$25,900,000 USD
Series A
$5,400,000 USD