Luxury Presence

Onboarding Specialist

• Managing a book of up to 60 active clients simultaneously from kickoff through website launch
• Running 3–4 client Zoom calls per day (45–60 minutes each) to gather input, set expectations, and move projects forward
• Translating client vision into actionable steps for internal teams, ensuring accuracy and quality
• Monitoring project timelines and proactively addressing delays or blockers before they impact the client
• Maintaining high CSAT scores and a target of 3–5 Google Reviews per quarter
• Hitting a target of 15 website launches per month
• Coordinating closely with the Product Fulfillment Team to build and connect IDX feeds
• Documenting client interactions and task management in Salesforce
• Contributing to process improvements, new product rollouts, and team training/mentorship initiatives

Manager

• Leading and developing a team of Onboarding ICs who manage the client journey from kickoff through website or app launch
• Running structured bi-weekly 1:1s, delivering actionable feedback, and building personalized development plans for each IC
• Monitoring key metrics daily — launch volume, time to launch, CSAT, and Pre-Launch Churn MRR — and taking proactive action when something is off
• Managing client escalations with urgency and good judgment, knowing when to step in directly and when to coach your team through it
• Driving quarter-over-quarter improvement in backlog age, time to launch, and pre-launch churn
• Partnering cross-functionally with Product Fulfillment, Sales, Client Success, and Engineering to eliminate handoff friction and close feedback loops
• Owning the new hire experience — delivering a structured 30/60/90 onboarding plan that drives new ICs to full productivity by Day 90 or sooner
• Using data to identify workflow gaps, drive process improvements, and maintain clear internal documentation
• Leading or contributing to at least one high-impact project per quarter that advances onboarding efficiency or client experience

Manager, Onboarding

Client Services Representative

• Lead and develop a high-performing team
• Run a consistent coaching cadence: structured weekly 1:1s where reps come prepared with their own agenda and a self-assessment, plus one to two hours of side-by-side coaching every week.
• Deliver feedback in the moment, not just at review cycles.
• Run consistent QA case reviews and coach to performance candidly.
• Build individualized development plans and clear career maps so every rep knows what growth looks like and how to get there.
• Own new hire ramp post-training to independent productivity.
• Own your team's service metrics
• Hold the line on CSAT, first-time resolution, time to resolve, SLA, and utilization, and drive them proactively rather than reacting once they slip.
• Develop your team into confident upsellers. Coach reps on spotting and positioning the right opportunities, grow that skill through hands-on practice, and keep each person accountable to their handoffs and revenue contribution with weekly check-ins.
• Use Salesforce and reporting tools to audit performance, surface trends, and make decisions from data rather than anecdote.
• Set the standard for client experience
• Define and model what “excellence” looks like across chat, voice, and email interactions.
• Treat client impact as the north star. Go beyond closing the ticket and look for the moment that earns a client's loyalty.
• Own escalations directly. Step in before it escalates; engage with clients meaningfully; triage cross-functional situations with clear communication, accountability, and follow-through until resolution.
• Build strong cross-functional partnerships with Onboarding, Client Success, Sales, Product, and Engineering to drive customer advocacy across the company.
• Lead with AI
• Be AI-forward in your own practice and make AI fluency a team capability, not a personal hobby.
• Streamline and automate the workflows that slow your team or your clients down.
• Translate new tools into repeatable team frameworks, and model the behavior you expect from the team.

Client Support Manager

DevOps Engineer

• Build and operate the self-service infrastructure platform
• Own core layers of the platform
• Make agents first-class developers
• Own the validation platform and quality gate frameworks
• Build internal tooling, observability, and metrics

Staff DevOps Engineer – Developer Infrastructure

Onboarding Manager

Customer Success Manager

• Hire, coach, and mentor a high-performing team of Client Success Managers
• Drive strategies that improve client satisfaction, retention, and expansion
• Streamline processes, tools, and workflows to enable delivery of client outcomes
• Provide onboarding and ongoing development opportunities for CSMs
• Leverage NPS, CSAT, GRR, and other metrics to identify trends
• Partner with cross-functional teams to ensure integrated client strategies
• Guide the team through organizational or process changes
• Partner with CSMs to drive renewal and upsell strategies

Senior Manager, Client Success

Product Marketing

• Own the positioning and core messaging for our AI platform and the products inside it.
• Build the master sales pitch and partner with Sales Enablement to land it across the team.
• Run launches end to end for the products that matter most. Define the audience, the narrative, the channels, and the success metrics.
• Establish the PMM operating system at LP: launch templates, naming, intake from Product, calibration rhythm with Sales and Marketing, what gets prioritized and what does not.
• Stand up a lightweight competitive intelligence loop. Keep it current. Make it useful to sellers and PMs.

Staff Product Marketing Manager

Recruitment

• Build and sustain a candidate pipeline that yields 5 to 8 sales hires per month, with at least 50% sourced.
• Run 20+ candidate screens per week. Treat the calendar as the leading indicator.
• Use LinkedIn, Juicebox, and creative sourcing tools to find sellers who don't surface through inbound.