Director, Client Success Austin, TX (Hybrid)

Retention is how a subscription business compounds. Having crossed $100M in ARR Luxury Presences 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.

Were 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 builders seat. Youll 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.

• 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

• 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 theyre 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

• 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

• Partner with Sales Onboarding Support and Product to drive outcomes CS doesnt fully control

• Represent the voice of the client inside the company and turn client signal into action

• 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

• 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 doesnt yet exist

• Data-driven and AI-forward in how you scale a team

• Experience in proptech real estate technology or serving SMB and entrepreneur clients

• Base salary: $160000 - $190000

• Annual performance bonus

• Equity

• Comprehensive benefits

This is a hybrid role based in Austin TX with several days per week in our Austin office.