Do I have a dedicated account contact at Luxury Presence?

Whether you have a dedicated Client Success Manager depends on your plan. Here's how to find out and how to get in touch.

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Overview

Luxury Presence's Scale and All In plans include access to a dedicated Client Success Manager (CSM) — a named account contact who knows your account and can help with strategy, platform questions, and ongoing support. If you are on the Launch or Brand plan, our general support team is always available to help via live chat, email, or phone.

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What is a Client Success Manager?

A Client Success Manager (CSM) is a dedicated Luxury Presence team member assigned to your account. Your CSM:

• Serves as your primary point of contact for account-level questions
• Helps you get the most out of the Presence® Platform — including your website, marketing, and account setup
• Provides strategic guidance on your account and coordinates with other teams on your behalf for complex issues

Note: CSMs handle account strategy and escalations. For technical troubleshooting, billing questions, or urgent help, the general support team is often faster.

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Which plans include a dedicated CSM?

• Scale and All In plans — include a dedicated Client Success Manager
• Launch and Brand plans — do not include a dedicated CSM; our general support team is your primary contact

If you are unsure which plan you are on, contact our support team and they will confirm your account details.

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How to reach your account team

If your plan includes a dedicated CSM, you can reach them directly by email or through the support team. If you do not have their contact information on hand:

1. Contact support via live chat, email, or phone (details below).
2. Let the support team know you'd like to connect with your dedicated account contact or CSM.
3. The support team will connect you with your CSM or confirm your account team contact information.

Tip: If you're asking a general platform or technical question, the support team can often answer it faster than waiting to reach your CSM.

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FAQs

How do I know if I have a dedicated CSM?

You have a dedicated Client Success Manager if you are on the Scale or All In plan. If you are on the Launch or Brand plan, you do not have a dedicated CSM. If you are unsure which plan you are on, contact our support team via live chat or at support@luxurypresence.com and they can confirm.

What if my plan does not include a dedicated CSM?

If you are on the Launch or Brand plan, our general support team is available to help with all platform questions and issues. You can reach them via live chat, by email at support@luxurypresence.com, or by phone at 310-955-1077, option 2, during business hours.

Do I have a sales representative?

Once you are a Luxury Presence client, your main ongoing contact is your Client Success Manager (if your plan includes one) and our support team — not a sales representative. If you have questions about upgrading your plan or adding services, contact your CSM or the support team and they will connect you with the right person.

I need help right now — who should I contact?

For immediate help, use live chat through the Presence® Platform — it connects you with our support team within minutes. For urgent questions during business hours, you can also call 310-955-1077 and press option 2.

Can I schedule a one-on-one call with someone?

Luxury Presence does not offer on-demand one-on-one calls through the general support team. However, if your plan includes a dedicated CSM, you may be able to schedule time with them directly. You can also join live group training sessions — Presence Power Hour runs every Thursday at 12:00 PM PT / 3:00 PM ET, and the mobile app webinar runs every Wednesday at 1:00 PM ET. Visit training.luxurypresence.com/platform-training for the full schedule.

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Contact support

• Live chat: Available in the Presence® Platform — click the chat icon in the bottom-right corner
• Email: support@luxurypresence.com
• Phone: 310-955-1077, option 2