Senior Manager Customer Success

Company Description

Founded in 2020, Doorvest is a leading real estate technology and investment platform that democratizes access to single-family rental property investing. Headquartered in San Francisco and backed by top-tier venture capital firms including M13, Mucker Capital, and Gaingels, Doorvest has helped hundreds of investors build wealth through institutional-grade real estate.

We provide an end-to-end investment platform spanning property acquisition, management, and strategic exits. Our marketplace connects investors with curated single-family rental opportunities in high-growth markets across Ohio, Texas, Georgia, Oklahoma and Tennessee. With over $100M in assets under management and more than $36M in rent distributed to investors, our institutional-grade property management services handle tenant placement, maintenance coordination, and ongoing operations while investors build wealth. Our mission is to advance financial security for all by transforming real estate investing from a complex, hands-on endeavor into a scalable, technology-enabled wealth-building strategy.

With a rapidly expanding operational footprint and technology-driven approach to scaling operations, we're building the most comprehensive real estate investing platform in the country. We're looking for talented professionals who want to grow their careers in a dynamic, innovative environment where operational excellence, market expertise, and commitment to investor success are valued and rewarded.

This is a full-time, on-site position for a Senior Manager, Customer Success responsible for delivering an exceptional experience for both owners and tenants across the company's rental portfolio. This role oversees owner and tenant communications, customer support operations, escalations, and service quality while building scalable processes that drive satisfaction, retention, and trust. Additionally, this individual will help integrate newly acquired property management companies by standardizing communication practices, onboarding teams to company processes, and ensuring a consistent customer experience across markets. The ideal candidate is a strong people leader who is passionate about customer experience, thrives in a fast-paced environment, and enjoys building teams, processes, and systems that support rapid growth.

• Own the end-to-end experience for owners and tenants
• Ultimately responsible for customer retention
• Assist Product and Executives with tech stack and automations
• Report metrics to internal stakeholders
• Manage omni-channel communication requirements
• Develop communication standards and service expectations
• Build proactive engagement strategies that improve satisfaction and retention
• Serve as the escalation point for complex customer issues

• Hire, train, and develop customer success team members
• Establish performance standards and accountability measures
• Create coaching and quality assurance programs
• Foster a customer-centric culture across the organization

• Manage support workflows, ticket queues, and response-time SLAs
• Identify opportunities to improve service efficiency and customer outcomes
• Partner with Leasing, Maintenance, and Resolution teams to ensure seamless customer experiences
• Drive process improvements that reduce friction for owners and tenants

Required Qualifications

• 3 years of customer success experience, ideally with multi-site locations and exposure to working with decentralized teams
• 2 years of experience in people management
• Ability and availability to work weekends, holidays, and with an overall flexible schedule to fit current business needs
• Excellent self-management skills, and the ability to prioritize and deliver work to meet tight deadlines and work in a fast paced environment
• Ability to travel occasionally as required by the company
• Willingness and desire to absolutely own vertical or responsibilities 
• Strong communication and interpersonal skills
• Professional demeanor and presentation
• Proficiency with technology; Rentvine experience strongly preferred
• Ability to work independently and within a team

Preferred Qualifications

• Associate’s degree or higher

Compensation & Benefits

• Competitive base salary (starting salary based on skills and experience)
• Full benefits package (upon completion of probationary period)