--- title: 'Customer Success Associate at Twodots' canonical: 'https://feeny.ai/job/customer-success-associate-twodots-santa-monica-zmj5967mcak0' type: 'job' last_seen: '2026-09-09' --- # Customer Success Associate at Twodots - **Company:** Twodots - **Location:** Santa Monica, CA - **Compensation:** $65k–$75k - **Work type:** onsite - **Posted:** 2023-07-16 - **Last confirmed live:** 2026-09-09 - **Apply:** https://jobs.lever.co/twodots/72be4c60-2ce7-4f83-b837-d8c840c34de9 ## Job description As a Customer Success Associate at Two Dots, you will play a crucial role in ensuring our leasing agent clients receive exceptional support. Your primary responsibility will be to guide them through our income verification and fraud detection software for their rental applications. You will be their first point of contact for any support issues or inquiries, ensuring they have a seamless and positive experience with our software. ## Responsibilities - Client Support: Provide exceptional support to leasing agent clients, addressing their questions, troubleshooting issues, and guiding them through our software via both phone and chat. - Product Understanding: Become an expert on our income verification and fraud detection software to support clients and guide them to maximize its value effectively[.](http://value.Client) - Client Onboarding: Assist in onboarding new clients, ensuring they understand how to use our software effectively and efficiently. - Feedback Gathering: Collect and communicate client feedback to the appropriate internal teams for product development and improvement. - Customer Satisfaction: Monitor customer satisfaction and identify opportunities to improve our support and services. - Documentation: Maintain and update customer documentation and training materials. - Collaboration: Collaborate with the Customer Success Lead and other team members to achieve our customer success goals. ## Qualifications - 1+ years of experience in customer service, customer success, or a similar role. - Strong understanding of the residential real estate industry, particularly leasing processes. - Excellent communication and interpersonal skills. - Problem-solving and conflict-resolution skills. - Proficient in using customer service software and CRM systems. - Ability to multitask and manage time effectively. ## About Twodots ## Company Overview - **One-liner**: Two Dots builds an AI-powered conversational underwriting agent that automates income verification, fraud detection, and tenant/lending decisions for real estate operators and financial institutions. - **Entity Type**: Private (Series A) - **Headquarters**: San Francisco, CA, United States - **Founded**: 2022 - **Founders**: Henson Orser, Max Ponte ## Core Business - **Primary industry/industries**: Real estate technology (proptech), consumer lending, AI-powered underwriting - **Target customers**: B2B – multifamily property managers, lenders, and financial institutions (enterprise and SMB) - **Mission or purpose**: “Unlock unstructured financial documents to unlock smarter financial decisions” – automating underwriting to make it faster, fairer, and fraud-resistant. ## Products & Services - **Eve (Conversational Underwriting Agent)**: AI agent that handles the entire applicant interaction – identity verification, document collection, income & employment verification, credit, criminal, eviction, and fraud checks – returning a defensible approve/deny recommendation in minutes. - **Lending Product**: Agentic underwriting for consumer lenders (mortgages, personal loans, etc.). - **Document Extraction API**: Straight-through processing (STP) API for parsing unstructured financial documents. - **NOI Max Tier**: AI rent pricing, leasing criteria optimization, and acquisition intelligence for multifamily operators. ## Market Standing - **Valuation**: Not publicly available - **Key Metric**: 1M+ units screened across 43 states; 7M+ documents processed; average savings of ~$2M per year per 10,000 units for customers. - **Notable Investors/Partners**: Y Combinator (S22 batch); clients include BH Management, Pretium, Fogelman, MG Properties, Cerberus, FirstKey, RAM Partners, Moss & Associates, Timberland Partners, Corcoran, Van Metre. - **Growth Signals**: Recently completed a Series A; 70%+ reduction in bad debt for clients; expanding from tenant screening into consumer lending; team size of 28 (as of mid-2024) with active hiring across engineering, sales, and machine learning. ## Competitive Advantages - **AI-native design**: Built to handle complex income types (gig, 1099, self-employment, benefits) that traditional W-2 workflows cannot process – roughly 42% of multifamily applicants fall into this category. - **End-to-end automation**: Replaces a legacy stack of 3–5 separate vendors with one platform, eliminating manual handoffs. - **Proven ROI**: Verified outcomes include 70%+ bad-debt reduction and approval times compressed from days to minutes. - **Regulatory compliance**: SOC 2 Type II certified, FCRA-regulated, and FHA-regulated, providing defensible audit trails. ## Strategic Focus - **Scale platform adoption** across the top multifamily operators and enter the consumer lending market more broadly. - **Integrate additional data sources** (payroll, bank data) to further streamline underwriting. - **Continue to invest in AI** to handle edge cases (currently triaged by a US-based specialist team) and reduce human intervention over time. ## Why Work Here - **Culture**: Mission-driven, low-meeting environment (two recurring meetings per week), heavy emphasis on execution and end-to-end ownership. “Ideas don’t really matter. Completed projects do.” - **Work policy**: Fully in-person (San Francisco HQ). - **Team & stage**: ~28 people with strong product-market fit; employees report a steep learning curve and ability to shape the company’s direction. - **Perks**: Health insurance (healthcare benefits), competitive salary + equity (e.g., MTS Machine Learning: $350K–$400K + 0.10%–1.00% equity). - **Hiring roles**: Account Executive, Backend Engineer, Chatbot Engineer, MTS Machine Learning, Sales Development Representative, Product Engineer (new grads to senior). ## Sources 1. [twodots.com](https://www.twodots.com/about) – Company overview and mission 2. [ycombinator.com](https://www.ycombinator.com/companies/two-dots) – YC company profile, founding story, batch info 3. [ycombinator.com/jobs](https://www.ycombinator.com/companies/two-dots/jobs) – Job listings with salary bands, equity, team size 4. [builtin.com](https://builtin.com/company/two-dots) – Detailed product description, customer outcomes, benefits 5. [twodots.com/resources](https://www.twodots.com/resources/a-spotlight-on-two-dots) – Culture deep-dive, Series A mention, work philosophy ## Other roles at Twodots - [Chief of Staff](https://feeny.ai/job/chief-of-staff-twodots-santa-monica-gnabms8qgn3s) — Santa Monica, CA - [Customer Success Lead](https://feeny.ai/job/customer-success-lead-twodots-santa-monica-3q1p1jm4w2xe) — Santa Monica, CA - [Account Executive](https://feeny.ai/job/account-executive-twodots-santa-monica-5j32703bmcv9) — Santa Monica, CA - [Customer Success Associate](https://feeny.ai/job/customer-success-associate-runwise-new-york-9xknr6yxq1xf) — New York, NY - [Customer Success Associate](https://feeny.ai/job/customer-success-associate-rebuild-work-new-york-5j5na2hsqf1w) — New York, NY - [Customer Success Associate](https://feeny.ai/job/customer-success-associate-trovy-salt-lake-city-c7eqcf65xr87) — Salt Lake City, UT - [Customer Success Associate](https://feeny.ai/job/customer-success-associate-wunderkind-indianapolis-indiana-7bf3tf1dsdd4) — Indianapolis Indiana, United States / New York, NY - [Customer Success Associate](https://feeny.ai/job/customer-success-associate-flock-london-v3tryrckvr1k) — London, United Kingdom - [Customer Success Associate](https://feeny.ai/job/customer-success-associate-bottomline-theale-p08xxvey955m) — Theale, United Kingdom / Reading, United Kingdom - [Customer Success Associate](https://feeny.ai/job/customer-success-associate-uncountable-inc-london-7jsnvz1zcvgx) — London, United Kingdom / New York, NY