Client Experience Manager (CXM)

Client Experience Manager (CXM) Luxury Presence - 3.5 Phoenix, AZ Job Details Full-time $70,000 - $75,000 a year 15 hours ago Qualifications Managing customer accounts Customer relationship building Customer retention Mid-level Client relationship development Continuous improvement Sales pipeline management SaaS Account management 2 years Communication skills Full 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 Plus competitive bonus, equity, and full benefits. Join us in shaping the future of real estate The real estate industry is in the midst of a seismic shift, and the future belongs to those who break new ground. As one of the fastest-growing companies in the proptech and marketing sectors, Luxury Presence challenges the status quo of what technology can do for real estate agents, leaders, and brokerages. We're a team of agile and tenacious innovators working collaboratively to drive the industry forward. Together, we build game-changing products that empower modern real estate entrepreneurs to dominate their markets. From award-winning web design to agile SEO solutions to cutting-edge AI tools, we deliver tech that anticipates market shifts and keeps our clients ahead of their competition. Founded in 2016 by Stanford Business School alum Malte Kramer, Luxury Presence has grown to a global team ranked on the Inc. 5000 fastest-growing companies list three years in a row. We're backed by world-class investors, including Bessemer Venture Partners, NextEquity Partners, Toba Capital, and Switch Ventures, and have raised $89 million to date. More than 18,000 real estate businesses rely on our platform, including 30% of the Wall Street Journal RealTrends top agents and teams. Additionally, many of the industry's most powerful brokerages rely on Luxury Presence as a trusted business partner. Every year since 2020, Luxury Presence has ranked on BuiltIn's Best Place to Work lists. HousingWire named our founder and CEO a 2024 Tech Trendsetter, we've received several Tech100 Awards, and we just scored an Inman Innovation Award for Best AI-Powered Platform. 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. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.