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Luxury Presence · 2 days ago

Sr. Client Success Operations Manager

United States

Full-time

Remote

Mid, Senior Level

$125K/yr - $155K/yr

3+ years exp

Luxury Presence is the leading growth platform for high-performing real estate agents, teams, and brokerages. The Sr. Client Success Operations Manager is responsible for optimizing processes, systems, and tools to drive efficiency and client satisfaction.

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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

Qualification

Client Success OperationsCRM Software (Salesforce)Project ManagementData AnalysisCommunication SkillsReal Estate ExperienceAnalytical SkillsInterpersonal Skills

Required

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