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 87,000 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 Client Success is one of the biggest drivers of our growth, and we’re looking for a Director of Client Success Operations to build the systems, processes, and insights that help us scale with speed and quality. You’ll lead the operational backbone of a team that serves tens of thousands of real estate professionals. You’ll design and improve the workflows, tools, and data structures that drive retention, efficiency, and a consistently great client experience. You’ll work closely with leaders across Sales, Marketing, Product, and Data to shape how the company serves clients as we grow from $85M to $300M+ in the next 4 years. This is a role for someone who loves complexity, creates clarity, and builds systems that work at scale. If you want to own a critical part of our growth engine and see your work reflected directly in client outcomes, this is the place to do it. What we’re looking for - A systems thinker who can see the full client journey and design operations that make it seamless. - A builder who enjoys improving processes, implementing tools, and creating structure in fast-moving environments. - A leader who sets high standards, supports a growing team, and works well across functions. - A communicator who turns data into clear insights and makes decisions that help the business move faster. - Someone who is calm under pressure, organized, and energized by big challenges. Skills and experience - 5+ years in Client Success Operations or similar roles at a SaaS or tech company, including experience leading or managing teams. - Strong background in process design, workflow optimization, and operational strategy. - Hands-on experience with Salesforce and other CS tools such as Gong, telephony systems, bulk email platforms, and project management tools. - Ability to build dashboards and reports, track KPIs, and work closely with data partners to identify trends and opportunities. - Experience evaluating and implementing new tools, including AI-powered solutions. - Clear, concise communicator with experience presenting to senior leaders. - Strong project management skills, with the ability to run complex initiatives from start to finish. What you’ll do - Lead and scale the Client Success Operations function. - Design, improve, and document processes for onboarding, support, renewals, and client programs. - Own the CS tech stack and partner closely with the Salesforce team to prioritize enhancements, test updates, and support deployments. - Build dashboards and operational reports that give leaders real-time insight into client health and team performance. - Partner with Data and Analytics to drive trend analysis, surface insights, and support strategic decisions. - Create training programs for new and existing team members, ensuring consistent adoption of tools and best practices. - Build and maintain the CS knowledge base, ensuring the team has clear and accessible resources. - Develop client communication programs, including newsletters, webinars, and in-app messaging. - Work closely with Sales, Marketing, and Product to align on client needs and operational readiness. - Help shape a culture of clarity, accountability, and continuous improvement across the Client Success organization. Join us in shaping the future of real estate The real estate industry is in the midst of a seismic shift, and the future belongs to those who break new ground. As one of the fastest-growing companies in the proptech and marketing sectors, Luxury Presence challenges the status quo of what technology can do for real estate agents, leaders, and brokerages. We're a team of agile and tenacious innovators working collaboratively to drive the industry forward. Together, we build game-changing products that empower modern real estate entrepreneurs to dominate their markets. From award-winning web design to agile SEO solutions to cutting-edge AI tools, we deliver tech that anticipates market shifts and keeps our clients ahead of their competition. Founded in 2016 by Stanford Business School alum Malte Kramer, Luxury Presence has grown to a global team ranked on the Inc. 5000 fastest-growing companies list three years in a row. We're backed by world-class investors, including Bessemer Venture Partners, NextEquity Partners, Toba Capital, and Switch Ventures, and have raised $89 million to date. More than 18,000 real estate businesses rely on our platform, including 30% of the Wall Street Journal RealTrends top agents and teams. Additionally, many of the industry's most powerful brokerages rely on Luxury Presence as a trusted business partner. Every year since 2020, Luxury Presence has ranked on BuiltIn's Best Place to Work lists. HousingWire named our founder and CEO a 2024 Tech Trendsetter, we've received several Tech100 Awards, and we just scored an Inman Innovation Award for Best AI-Powered Platform. Luxury Presence is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

• Develop the USE Technology Strategy roadmap and associated sub-strategies in line with broader business strategy to reflect evolving business priorities and market trends. • Lead the technology roadmap development in line with strategy and in close collaboration with CIO and senior technology leaders. • Maintain a deep understanding of USE business, translate business needs into actionable technology priorities and regularly communicate progress to USE CIO and senior business leadership. • Design and implement an operating model to execute on strategy with clear accountability, decision rights, and performance metrics. • Establish management processes to optimize productivity and throughput across the technology function. • Represent the CIO in key meetings and ensure effective governance and alignment on critical priorities.

- Departmental Governance: Manage the departmental calendar, attend key leadership meetings to capture "Who, What, and When" action items, and proactively track those items to ensure deadlines are met - Process Documentation & Auditing: Collaborate with Subject Matter Experts to draft and maintain a searchable digital library of SOPs for AP, AR, Treasury, and Payroll, conducting quarterly audits to ensure accuracy - Performance Reporting: Aggregate weekly/monthly KPIs such as Days Sales Outstanding and error rates, and create "Departmental Health" slide decks for leadership - Ticketing Oversight: Monitor the HappyFox ticketing system to ensure SLAs are met, tickets are assigned correctly, and aging items are escalated - Capacity & Strategy Tracking: Maintain a team "Heat Map" for workload distribution, coordinate cross-training to eliminate single points of failure, and monitor progress toward strategic "Rocks" or initiatives - Inter-Departmental Liaison: Serve as a bridge between Accounting and Pre-Construction/Operations to facilitate smooth data hand-offs and maintain high-quality internal relationships

At 360Learning, we are looking for a Retention & Professional Services Strategy and Operations Manager to help us improve customer outcomes at scale. This role will primarily focus on retention, while also driving strategic and operational initiatives across Professional Services. You will work closely with senior leaders across Customer Success, Professional Services, Sales, and Product to turn priorities into action, improve performance across key metrics, and ensure our teams, offerings, and ways of working are set up to deliver long-term customer value. Your core activities will include: Strategic Partnership & Stakeholder Management : - Partner closely with Professional Services and Customer Success leaders to drive retention and service excellence. Your key stakeholders include: Global Senior VP of Professional Services and regional leaders, Chief Customer Officer (CCO), VP Sales, and CROs - Deliver strategic, cross-team initiatives to improve our core Retention performance metrics and Professional Services team metrics (PS P&L, successful implementation, advocacy, gross retention) Operational Excellence : - Turn Professional Strategy strategy into actionable plans and playbooks for the PS teams, ensuring their quality, scalability, and alignment with SaaS best practices. - Frame business and resource allocation decisions: identify staffing needs, define client support models and offerings, optimize team structure Performance Management & Insights : - Monitor KPIs and execution closely, delivering insights to the Executive team. - Proactively suggest initiatives to improve performance based on data analysis. - Propose adjustments to our Business Plan on a quarterly basis Within 1 month you will: - Master our internal tools and processes - Become an expert on our customer success team's processes & tools as well as on our product - Identify your first OKRs to help boost customer success and support performance Within 3 months you will - Become the main business partner for the Chief Customer Officer - Become the owner of the churn forecasting and CST staffing exercise - Deliver your first OKR with immediate bottom line impact Within 6 months you will: - Lead a project to improve our services offering and pricing - Understand our customer journey attrition and deliver initiatives to fix biggest attrition issues - Optimize our target/incentives model. Within 12 months you will: - Become a customer success operations thought leader by proactively benchmarking best practices in the market - Partner with CS leadership to boost our performance. The Skill Set: - 2-3+ years of experience in a Top-Tier consulting or in a Tech startup environment - Entrepreneurial mindset, thrives in a fast-paced environment - Deep analytical rigor, bringing clarity on complex topics through deep insights - Project management skills, incl. ability to communicate effectively with senior leadership and align multiple stakeholders in a collaborative way - Ability to work well under pressure, with a high degree of adaptability and flexibility - Ability to deal effectively with ambiguity, bringing structure to ambiguous areas of opportunity - Business sense: passion for getting close to the business and understanding the day-to-day job of Revenue teams - Great written and oral structure and communication - Fluent English (US/UK) / B2 level or equivalent (FR) - Enthusiasm for our working environment explained here: https://bit.ly/Convexity360L What we offer: - Compensation: Package includes base salary, a variable component, and equity 📈 - Benefits/Perks: Work-from-home stipend, RTT, lunch vouchers, medical insurance, gym subscription, 1 month parental leave for the second parent. - Balance: Flexible hours, full remote work possible anywhere in France 🏠 - Diversity, Equity, and Inclusion: We have 6 active ERGs including Mental Health, Environmental/Sustainability, Women, Parents, LGBTQIA2S+, and Ethnic Diversity. Each group has at least one executive team member serving as a member of the group, bringing greater awareness to each group’s activities and providing a quick path to impact 🤝 - Corporate Social Responsibility: Review our CSR Charter: 360learning.com/blog/corporate-social-responsibility-charter 🌎🌏🌍 - Culture: A framework that will help you make an impact - envision our way of working and our Convexity Culture: https://bit.ly/Convexity360L & find out more about the teams, product and processes https://bit.ly/42H1ggC 🚀👩🏻‍💻🏆 Interview process: - Phone Screen with our Talent Acquisition Manager - Discovery meeting with our Revenue Operations Director - Case study with our Revenue Operations Director and our VP Strategy & Operations - Clarification Meeting with Ops team members - Culture Fit Meeting with our Chief Executive Officer - Ref Checks - Offer ! Who We Are 360Learning enables companies to upskill from within by turning their experts into champions for employee, customer, and partner growth. With our LMS for collaborative learning, Learning & Development teams can accelerate upskilling with the help of internal experts instead of slow top-down training. 360Learning is the easiest way to onboard and upskill employees, train customer-facing teams, and enable customers and partners–all from one place. 360Learning powers the future of work at 1,700 organizations. Founded in 2013, 360Learning has raised $240 million with 400+ team members across North America and EMEA. Learning Includes Everyone. In concert with our culture, 360Learning believes learning includes everyone and that means embracing the strengths of diversity, connectedness, and inclusion. Through conscientious efforts, our global footprint celebrates cultures, perspectives, and experiences from all over the world to support our platform that is built for all regardless of race, ethnicity, gender identity or expression, sexual orientation, religion, age, neurodiversity, disability status, citizenship, veteran status or any other aspect which makes an individual unique or protected by laws and regulations in the locations where we operate. Thus, 360Learning is proud to be an equal opportunity workplace, and we commit to continue this throughout our processes for recruitment, compensation, benefits, performance, promotion, and all other conditions and terms of employment. We want to learn from and with you!