Director, Client Success - Austin, TX (Hybrid)

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