Customer Success Manager

Location: San Francisco, CA (On-site, 5 days per week)

Employment Type: Full-Time
Compensation: $100,000 – $150,000 base salary + equity
Visa Sponsorship: Not available

About the Role

We are seeking a high-performing Customer Success Executive (CSE) to join an early-stage, operationally intensive marketplace company focused on serving independent landlords and renters. This is a 100% customer-facing role with significant ownership from day one.

The CSE will play a critical role in onboarding, customer relationship management, escalation handling, and operational problem-solving. This individual will serve as the first and last line of defense for customer experience, directly influencing product improvements and internal processes.

This role reports directly to the CEO and offers substantial growth potential as the company scales.

Key Responsibilities

• Lead onboarding calls with new landlords, walking them through the company's marketplace model and expectations.

• Own the homeowner experience during the first 30–60 days, ensuring successful lease-ups and operational execution.

• Act as the primary point of contact for landlords, vendors, tenants, and internal teams.

• Manage high-volume communication across phone, Zoom, and email, including complex escalations.

• Coordinate move-ins, resolve operational challenges in real time, and make decisive judgment calls.

• Partner with engineering and operations teams to improve workflows, documentation, and product features.

• Identify breakdowns in processes and proactively recommend improvements.

• Oversee and collaborate with Tier 1 offshore support associates to maintain seamless service delivery.

Qualifications

Required Experience:

• 2–4 years of experience in customer success, marketplace operations, consulting, finance, or another demanding customer-facing role.

• Proven experience in high-volume, call-heavy environments.

• Demonstrated ability to manage complex customer relationships independently.

• Strong verbal communication skills, particularly on the phone.

• Ability to simplify complex operational workflows for customers.

• Comfortable operating in ambiguity and making independent decisions.