Description

Luxury Presence is seeking a proactive and engaging Customer Success Manager I to empower our lower-tier clients in maximizing the value of their website and platform. Utilizing a 1:many engagement model, you will conduct proactive website performance check-ins and strategy calls, educating clients on SEO best practices, digital marketing strategies, and overall platform optimization. While you will not manage a dedicated book of business, you will be crucial in driving client engagement, identifying upsell opportunities, and ensuring seamless transitions to our sales team for expansion. A solid understanding of SEO and digital marketing is essential, with real estate marketing experience being a strong plus. You will also contribute to strategic initiatives that drive product adoption through targeted email campaigns, in-app nurturing, and comprehensive client education efforts, as well as co-hosting workshop-style webinars to train clients on leveraging Luxury Presence products effectively.

Key Responsibilities

Client Engagement & Strategy:

• Conduct proactive website performance check-ins and strategic consultations to guide clients in optimizing their website and marketing strategies.
• Educate clients on SEO fundamentals and effective digital marketing techniques to enhance their online presence.
• Identify and qualify upsell opportunities, ensuring smooth and efficient handoffs to the sales team.
• Proactively monitor client activity and provide valuable insights to improve their overall experience with the platform.

Product Adoption & Internal Collaboration:

• Contribute to the development and execution of strategic initiatives designed to increase product adoption (e.g., email campaigns, in-app nurturing programs).
• Collaborate effectively with internal teams to ensure the timely and accurate completion of website revisions and service deliverables.

Webinars & Client Education:

• Co-host engaging workshop-style webinars for lower-tier clients, delivering in-depth training on the features and benefits of Luxury Presence products.
• Assist in the development of compelling content for client training materials and product adoption programs.

Success Metrics (KPIs):

• Client Engagement: Measured by the number of successful client meetings conducted.
• Upsell Performance: Tracked by the identification and successful handoff of qualified upsell opportunities.
• Client Satisfaction (CSAT): Evaluated through client feedback and survey results.
• Gross Revenue Retention (GRR): Contribution to overall client retention and the successful adoption of additional products.

What You Bring to the Table

You Have:

• 2+ years of experience in software implementation, media agency campaign execution, or creative operations.
• 1+ years of experience in Customer Success Management or another client-facing role.
• Working knowledge of SEO, social media, content marketing, and/or paid media strategies.
• A proven track record of achieving results through data-driven insights and analytics.
• Demonstrated success in identifying innovative solutions and effectively solving problems.
• Experience thriving in fast-paced, high-volume work environments.
• A positive, enthusiastic, and competitive attitude.
• A genuine interest in the real estate industry (passion is a significant plus!).

You Command:

• Effectively navigating challenging situations with both clients and internal teams.
• Demonstrating adaptability and resourcefulness in response to evolving client business needs.
• Proactively identifying and removing roadblocks for clients and team members to ensure a seamless experience.
• Working with exceptional efficiency, strong organizational skills, excellent time management, and effective prioritization abilities.

Note: If you feel strongly that you have what it takes for this role but don’t check 100% of the boxes—that’s okay—we encourage you to apply anyway and highlight what you can bring to the table.