Head of Customer Success leading customer onboarding and retention at Fairing, a marketing attribution platform. Defining modern customer success functions leveraging AI and analytics.
About the role
- Manager leading Digital Client Success Management for Luxury Presence. Developing team strategies for tech-driven client engagement and retention in the real estate industry.
Responsibilities
- Hire, coach, and mentor a high-performing team of DCSMs, including App and Webinar specialists
- Oversee 1:many engagement strategies including performance check-ins, group calls, webinars, and in-app engagement
- Own digital client engagement channels such as in-app messaging, client education emails, and automated touchpoints
- Partner with your team to identify upsell opportunities, guide renewal strategies, and ensure smooth handoffs to Sales
- Streamline tools, workflows, and processes to maximize efficiency in a high-volume client environment
- Ensure consistent delivery of education on SEO, digital marketing, and Luxury Presence products
- Monitor KPIs such as client engagement, upsell handoffs, CSAT, GRR, and digital adoption
- Partner with Marketing, Product, Sales, and Engineering to align digital success strategies with product enhancements
- Lead your team and clients through new initiatives, tools, and processes
Requirements
- 2–4 years of people management experience in SaaS, Customer Success, or digital marketing services
- 5+ years of client-facing experience with a proven record of retention, adoption, and expansion
- Strong knowledge of SEO, digital marketing, and platform adoption strategies
- Experience designing or managing digital client touchpoints (in-app messaging, client emails, automated programs)
- Excellent communication and collaboration skills, with the ability to influence across functions
- Experience in Salesforce, Pendo, Hubspot, and Slack integrations (preferred)
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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