Manager, Onboarding

Luxury Presence is at the forefront of building an AI-driven growth platform for the real estate industry. With significant backing from Bessemer Venture Partners and other prominent investors, we have achieved Series C funding and surpassed $100 million in annual recurring revenue. Our platform is utilized by over 90,000 real estate professionals, including a substantial portion of the top 100 agents in the United States as recognized by WSJ Real Trends, to manage and expand their businesses.

We are seeking a Manager of Onboarding to join our dynamic Client Success organization. Our clientele consists of leading real estate professionals globally, and the onboarding phase is critical in establishing their relationship with Luxury Presence. In this role, you will lead the team responsible for guiding clients from the initial kickoff through to their successful launch, ensuring a swift, high-quality, and positive experience throughout the journey.

You will be instrumental in developing and coaching your direct reports, driving performance against defined metrics, and fostering a team culture that values accountability and continuous growth. Success in this position requires strong operational acumen, a deep client-centric approach, and exceptional leadership qualities that inspire your team.

• Lead and develop a team of Onboarding Individual Contributors responsible for managing the client lifecycle from kickoff to website or app launch.
• Conduct structured bi-weekly one-on-one meetings, provide constructive feedback, and create individualized development plans for each team member.
• Monitor key performance indicators daily, including launch volume, time to launch, customer satisfaction (CSAT), and Pre-Launch Churn MRR, taking immediate action to address any deviations.
• Manage client escalations with promptness and sound judgment, determining when to intervene directly and when to guide your team through resolution.
• Achieve quarter-over-quarter improvements in backlog aging, time to launch, and pre-launch churn rates.
• Collaborate with Product Fulfillment, Sales, Client Success, and Engineering teams to streamline handoffs and close feedback loops.
• Oversee the new hire onboarding experience, implementing a structured 30/60/90-day plan to ensure new team members reach full productivity efficiently.
• Utilize data analytics to identify workflow inefficiencies, implement process enhancements, and maintain comprehensive internal documentation.
• Lead or contribute to at least one significant project each quarter aimed at improving onboarding efficiency or enhancing the client experience.

• Exceptional people coaching skills, with a proven ability to develop individual contributors beyond basic management, fostering accelerated team growth.
• Proficiency in quickly interpreting metrics to understand team, client, and process dynamics.
• A demonstrated ability to remain composed under pressure and make decisive choices even in ambiguous situations.
• Skill in transforming challenging client situations into successful, retained relationships through empathy, clear communication, and consistent follow-through.
• A talent for building cross-functional trust, ensuring seamless collaboration by closing communication loops and delivering on commitments.
• Clear and effective communication skills across all levels of the organization, ensuring your team is always informed of expectations and progress.
• A proactive approach to documentation, ensuring processes are clear and easily understood, minimizing guesswork for your team.
• A commitment to embodying company values in all daily interactions, particularly during challenging times.

• A minimum of 3 years of experience in client-facing operations, onboarding, or implementation roles.
• At least 1 year of experience managing and leading a team within a metrics-driven environment.
• A documented history of meeting team targets and consistently improving performance over time.
• Experience working collaboratively across departments in a fast-paced, high-growth company setting.
• Proficiency in building and tracking Key Performance Indicators (KPIs) using spreadsheets or Business Intelligence tools.
• Familiarity with CRM and project management software, with a proven ability to quickly learn new systems.
• A high standard for quality and a proactive approach to addressing issues when they arise.

The real estate sector is undergoing a significant transformation, and Luxury Presence is leading the charge with innovative technology. As one of the fastest-growing companies in proptech and marketing, we continuously challenge industry norms to redefine what technology can offer real estate professionals. Our team comprises agile and dedicated innovators who collaborate to advance the industry. We develop groundbreaking products that empower real estate entrepreneurs to excel in their markets, offering everything from award-winning web design and SEO solutions to advanced AI tools that keep our clients competitive.

Founded in 2016 by a Stanford Business School alumnus, Luxury Presence has expanded into a global team, recognized on the Inc. 5000 list of fastest-growing companies for three consecutive years. We are supported by esteemed investors, including Bessemer Venture Partners, NextEquity Partners, Toba Capital, and Switch Ventures, having secured $89 million in funding to date. Our platform is trusted by over 18,000 real estate businesses, including a significant percentage of the Wall Street Journal RealTrends top agents and teams, as well as many leading brokerages.

Luxury Presence has been consistently recognized on BuiltIn's Best Place to Work lists since 2020. Our founder and CEO was named a 2024 Tech Trendsetter by HousingWire, and we have received multiple Tech100 Awards, including an Inman Innovation Award for Best AI-Powered Platform.

Luxury Presence is an Equal Opportunity Employer. We encourage all qualified individuals to apply, regardless of race, color, religion, sex, sexual orientation, gender identity, or national origin. We may utilize Artificial Intelligence (AI) tools to assist in the hiring process, such as application review and resume analysis. These tools serve as support for our recruitment team and do not replace human decision-making. All final hiring decisions are made by human personnel. For more information on how your data is processed, please contact us.