Manager of Onboarding - Austin, TX

About Luxury Presence

Luxury Presence is revolutionizing real estate growth through an AI-driven platform, trusted by over 90,000 real estate professionals including more than 30% of the WSJ Real Trends top 100 agents in the U.S. Founded in 2016 and backed by leading investors like Bessemer Venture Partners, we have achieved $100M in annual recurring revenue and continue to innovate in the proptech space.

Role Overview

We seek a Manager of Onboarding to lead our Client Success team in Austin, TX. You will oversee the entire client onboarding journey from kickoff to website or app launch, ensuring a swift, high-quality, and exceptional experience. You'll guide individual contributors (ICs), focus on metrics-driven performance, and foster a culture that values accountability and growth.

Key Responsibilities

• Lead and mentor a team managing client onboarding from initiation through launch.
• Conduct structured bi-weekly one-on-ones, deliver constructive feedback, and create tailored growth plans for each team member.
• Track daily key performance indicators like launch volume, time to launch, customer satisfaction, and pre-launch churn, intervening proactively as needed.
• Handle client escalations promptly, deciding when to act directly or guide your team.
• Drive continuous quarterly improvements in backlog age, time to launch, and churn before launch.
• Collaborate cross-functionally with Product Fulfillment, Sales, Client Success, and Engineering to streamline handoffs and close feedback loops.
• Manage new hire onboarding with a clear 30/60/90 day plan to achieve full productivity rapidly.
• Use data to spot workflow issues, enhance processes, and maintain accurate documentation.
• Lead or support impactful projects quarterly to improve onboarding efficiency or client experience.

Candidate Profile

• Excellent coaching skills that foster individual growth beyond simple team management.
• Strong ability to analyze metrics quickly to understand team, client, and process health.
• Composure under pressure, making confident decisions with incomplete information.
• Skilled in converting challenging client situations into retention through empathy and follow-through.
• Trusted cross-functional partner trusted for follow-up and collaboration.
• Clear communicator in all directions to set expectations and provide status updates.
• Highly organized with a habit of documenting procedures and improvements.
• Embodies company values consistently, especially during challenging situations.

Required Experience & Skills

• At least 3 years in client-facing operational, onboarding, or implementation roles.
• Minimum 1 year managing and developing teams in environments focused on measurable outcomes.
• Proven success meeting team goals and improving performance over time.
• Experience working collaboratively in fast-paced, high-growth organizations.
• Comfortable creating and tracking KPIs using spreadsheets or business intelligence tools.
• Familiar with CRM and project management software and quick to adapt to new systems.
• Strong commitment to quality and proactive problem-solving mindset.

About Working With Us

Luxury Presence values innovation and collaboration as we transform the real estate industry. We provide competitive compensation, including performance bonuses, equity, and full benefits.

Additional Information

• Position based in Austin, TX with hybrid work: in-office 4 days/week during first 30 days and 3 days/week upon completing training.
• Working hours from 8:00 AM to 5:00 PM local time.

Diversity and Recruitment Notice

We are an Equal Opportunity Employer welcoming applicants regardless of race, color, religion, gender identity, or national origin. Recruitment communications will come only from official company domains or trusted partners. We may use AI tools to assist in the hiring process, but final decisions are made by humans. Questions about data processing can be directed to our recruiting team.