Ernest Nixon

About Ernest Nixon

I help SaaS companies turn new customers into confident, loyal ones fast. As Onboarding Manager at Luxury Presence, I\'ve guided 720+ real estate professionals through the critical first weeks of their digital presence journey, cutting onboarding time from 6 weeks to 3 while maintaining a 95% CSAT score. That\'s not just a number, that\'s fewer churned accounts, faster time-to-revenue, and clients who actually adopt the product. My background spans 10+ years across SaaS, financial services, and operations. What stays constant: I build onboarding programs and CS processes that scale, lead cross-functional teams that execute, and serve as the kind of point-of-contact clients trust enough to call when things go sideways. What I bring to a team: • Onboarding program design that cuts time-to-value without cutting corners • Cross-functional partnership with Sales, Product, and Support to close the feedback loop • Team leadership and coaching, I\'ve built and managed onboarding and CS teams from the ground up • A track record of reducing churn through proactive relationship management I\'m currently open to Onboarding Manager, Customer Success Manager, and Director of Customer Success roles at SaaS companies where retention and expansion are strategic priorities.

Experience

1. Onboarding Manager

   Luxury Presence

   Sep 2025 — Present

   Lead onboarding for 420+ real estate clients per year, designing and managing end-to-end programs that take agents from signed contract to fully launched digital presence.•Reduced average onboarding completion time by 50% from 6 weeks to 3 through process redesign, milestone-based check-ins, and proactive risk identification.•Maintain a 95% CSAT score across client base through white-glove, high-touch relationship management during the highest-risk phase of the customer lifecycle.•Partner cross-functionally with Sales, Product, and Support to surface client feedback, close onboarding gaps, and influence product roadmap decisions.•Coach and develop onboarding team members, establishing playbooks, SOPs, and quality standards that ensure consistency at scale.•Serve as escalation point for at-risk accounts during onboarding, resolving complex issues before they become churn signals.