Director, Client Success: Retention & Growth Lead

Luxury Presence; Austin, Northern (TX, KY); Hybrid; USD 160,000 - 190,000; Full time

Benefits offered by this job

Annual performance bonus

Equity

Comprehensive benefits

Job summary

Luxury Presence in Austin, TX is seeking a Director of Client Success to lead our expanding CSM organization at scale. You will own retention, expansion, and the operating model, partnering across teams to drive renewal and growth in a hybrid role.

You will lead a team of CSM managers and drive AI-enabled decision making with data to extend coverage and improve client outcomes. A strong background in SaaS customer success and leadership is essential.

Qualifications

• 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.

Responsibilities

• Lead, hire, and develop a team of CSM managers and their CSMs.
• Set targets and a coaching cadence so every rep knows the bar and how they're tracking.
• Manage performance, develop top performers, and move underperformers.
• Build a high-ownership, low-ego culture that clients and teammates want to work with.

Skills

Leadership

Data-driven

AI-forward

Team building

Forecasting

Tools

CRM systems

Job description

Luxury Presence in Austin, TX is seeking a Director of Client Success to lead our expanding CSM organization at scale. You will own retention, expansion, and the operating model, partnering across teams to drive renewal and growth in a hybrid role.

You will lead a team of CSM managers and drive AI-enabled decision making with data to extend coverage and improve client outcomes. A strong background in SaaS customer success and leadership is essential.