---
title: 'Customer Success Lead at Twodots'
canonical: 'https://feeny.ai/job/customer-success-lead-twodots-santa-monica-3q1p1jm4w2xe'
type: 'job'
last_seen: '2026-09-09'
---

# Customer Success Lead at Twodots

- **Company:** Twodots
- **Location:** Santa Monica, CA
- **Compensation:** $95k–$165k
- **Work type:** onsite
- **Posted:** 2023-07-09
- **Last confirmed live:** 2026-09-09
- **Apply:** https://jobs.lever.co/twodots/4b12f49a-486d-42ca-9deb-503f53a15cb8

## Job description

We are seeking a driven and customer-focused Customer Success Lead to join our team at Two Dots. The successful candidate will be responsible for expanding and leading a team primarily focused on providing outstanding support to our customers in the residential property management industry. This role is critical in ensuring customer satisfaction, product adoption, and ultimately, customer expansion to new properties.

## Responsibilities

- Lead and Mentor: Provide leadership, coaching, and mentorship to a team of Customer Success Associates focused on support functions
- Customer Support: Ensure that customer queries and issues are efficiently resolved, and oversee the team in delivering high-quality support.
- Performance Monitoring: Monitor and analyze team performance metrics, and develop strategies for improvement.
- Customer Retention and Expansion: Identify risks and collaborate with the team to establish plans for customer retention and most importantly, expansion to more properties.
- Customer Feedback: Collect customer feedback regarding the product and support services, and collaborate with product development teams to drive product enhancements.
- Escalation Management: Address escalated customer support issues and collaborate with relevant teams for prompt resolution.
- Training and Development: Develop and execute training programs for the customer success team to ensure they are proficient in our products and support processes.
- Cross-functional Collaboration: Work closely with other departments such as sales and engineering to meet customer needs.
- Knowledge Base Building and Maintenance: Ensure that the support knowledge base is up-to-date and provide insights for content improvement.
- Reporting: Regularly report to senior management on team performance, customer feedback, retention, and expansion metrics.

## Qualifications

- 3+ years of experience in customer success or support roles, with at least 1 year in a leadership position.
- Strong understanding of B2B software.
- Exceptional communication and interpersonal skills.
- Proven ability to lead and mentor a team.
- Strong analytical and problem-solving skills.
- Experience working with customer support tools and software.
- Ability to manage multiple priorities in a fast-paced environment.
- Prior experience in multifamily property management is a 'nice to have' but not required.

## 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

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