Digital CSM

Luxury Presence is the fastest-growing digital platform for agents, teams, and brokerages. Our award-winning real estate websites, modern marketing solutions, and AI-powered mobile platform help agents attract more business, work more efficiently, and serve their clients. Since launching in 2016, Luxury Presence has been trusted by more than 10,000 real estate professionals, including over 20 Wall Street Journal Top 100 agents.

We're looking for a Digital CSM to join our growing Customer Success Management team.  

A Digital Customer Success Manager analyzes the customer journey of clients on our Launch and/or Brand Plans to build a proactive digital communication strategy.

For these high volume Plans, we are taking a digital-first approach along every stage of their customer journey. When done right, it increases the level of interaction between customer and company, all while increasing the value of those human interactions when they do occur.

Digital CSMs incorporate automation into an overall customer engagement plan that makes a customer feel seen and heard without the need for constant direct communication with a CSM.  This differs from a traditional CSM role in that a one-to-many approach is the goal, supported by technology that automates and digitizes the customer experience. CSMs have more direct one-on-one communication with their customers. 

Digital CSMs take a programmatic approach, driving customer behavior through data. This role is a mash-up of marketing, data analytics, and of course, Customer Success. 

* Knowing (becoming) proficient with the Presence TM Platform and Client Marketing services

* Designing 1:many outreach throughout the customer journey, such as:

- In-app nurture or guided workflow (in collaboration with PED - our Product/Engineering/Design teams)

- Event-triggered email campaigns (when client does X, send email)

- Targeted 1:many short Loom video on a specific topic

- 1:many email invitations to:

- On-demand Webinar videos

- Office Hours around a common topic

* Leveraging tools and tech stack to ensure that triggers are sent on time for the relevant updates

* Determining the highest value opportunities for 1:1 outreach:

- Recognizing upgrade (Launch-to-Brand and Brand-to-Growth) and expansion (e.g., On-Demand Ads) opportunities and closing the deals

- Analyzing Churn Probability and selecting which clients to prioritize for 1:1 outreach to prevent a future cancellation

* Developing long-term strategies that drive plan retention and expansion work, saving your decision making energy because you've planned for as many scenarios as possible

* Managing a large portfolio of low-MRR clients (2000+)

* Strong written and verbal communication skills

You have:

• 2+ years experience in software implementation, media agency campaign execution, or creative operations 
• 1+ years experience in Customer Success Management, or other customer-facing role
• Working knowledge of SEO, Social, Content and/or Paid Media 
• A track record of results-oriented success built on data and analytics
• Prior success as a result of your innovation
• Previous success working in fast-pace, high-volume environments
• Enthusiasm, competitive spirit, friendly and sunny disposition
• An interest in the real estate industry (a passion is a plus)

You command:

• Navigating difficult situations
• Adapting to client business needs
• Removing roadblocks for client and team members
• Working efficiently (well organized, time management, prioritization)

Who we are: Luxury Presence is the real estate industry's most powerful marketing platform, providing award winning websites and cutting edge tech to the world's top agents.

 

Founded in 2016 by Stanford Business School alumni Malte Kramer, Luxury Presence currently serves over 9,000 clients in the U.S. and Canada with its SaaS model - including over 20 of the top 100 WSJ real estate agents and teams. In addition, Luxury Presence is the official website partner to some of the industry's most powerful brokerages.

 

The Los Angeles-based SaaS company raised $25.9 million for its Series B round and recently announced $19.2M Series B-1. Bessemer Venture Partners led the round alongside fellow existing investors Toba Capital and Switch Ventures. Former Dallas Mavericks basketball player Dirk Nowitzki also participated in the round, along with other angel investors. 

 

Its solutions include stunning website design, an engaging home search tool, an agent-to-agent listing referral network, powerful content & SEO strategies, expert-lead social media management, and digital advertising for lead generation. In 2020, Luxury Presence was recognized as a Best Place to Work by BuiltinLA and by Inc. as the 322nd fastest growing private company in America and then again in 2021 - LP ranked 598th. 

 

Luxury Presence is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.