Why This Role Matters
Retention is how a subscription business compounds. Having crossed $100M in ARR, Luxury Presence's Client Success organization sits at a pivotal moment: a large and growing client base, a strong CSM team already in place, and a real opportunity to translate great client outcomes into durable, expanding revenue.
We're looking for a Director of Client Success to lead our CSM organization in Austin. You will lead a team of CSM managers and their CSMs, own the gross and net retention numbers, and build the operating model that lets us keep clients successful at scale. This is a builder's seat. You'll shape how the team is structured, how we score client health, how we run renewals and expansion, and how we coach a team to a consistently high bar.
You must be AI-forward. We expect our leaders to use AI and automation to extend team capacity, deepen client coverage, and make sharper decisions from data.
What You'll Own
Retention and Expansion
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Own gross revenue retention and net revenue retention for the CSM book
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Build and run the renewal and at-risk motions that protect recurring revenue
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Partner with the team to grow upsell and expansion revenue across the base
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Own a reliable retention and expansion forecast leadership can trust
Team Leadership
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Lead, hire, and develop a team of CSM managers and their CSMs
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Set clear targets and a coaching cadence so every rep knows the bar and how they're tracking
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Manage performance directly, developing top performers and moving strugglers into better standing or out of the role
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Build a high-ownership, low-ego culture that clients and teammates want to work with
Operating Model and Systems
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Establish segmented coverage so the right clients get the right level of attention
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Build a client health scoring model and the playbooks that act on it
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Shape the QBR and business-review motion for high-value accounts
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Use AI and automation to scale coverage and free the team to focus on the highest-impact work
Cross-Functional Leadership
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Partner with Sales, Onboarding, Support, and Product to drive outcomes CS doesn't fully control
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Represent the voice of the client inside the company and turn client signal into action
What We're Looking For
Experience
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8+ years in Client Success or account management, with at least 3 years leading leaders (managing managers)
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Proven track record owning and hitting gross and net retention or renewal and expansion targets
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Experience scaling a CS team in a high-growth SaaS or subscription business
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Built operating infrastructure before: health scoring, segmentation, playbooks, forecasting
Leadership and Mindset
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Deeply execution-oriented with a strong sense of ownership over the number and the team
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Hires and coaches well, and is willing to have hard performance conversations
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Comfortable operating in complexity and ambiguity, and building where structure doesn't yet exist
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Data-driven, and AI-forward in how you scale a team
Nice to Have
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Experience in proptech, real estate technology, or serving SMB and entrepreneur clients
Compensation
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Base salary: $160,000 - $190,000
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Annual performance bonus
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Equity
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Comprehensive benefits
This is a hybrid role based in Austin, TX, with several days per week in our Austin office.