Client Experience Manager (CXM)

United States·PhoenixFull-timemid

OtherClient Experience Manager

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Quick Summary

Overview

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.

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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.

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

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

Retention Outcomes: CR Save Rate, Gross Revenue Retention (GRR)