What are the responsibilities and job description for the Customer Success Manager - SF, CA position at Virco Talent?
Location: San Francisco, CA (On-site, 5 days per week)Employment Type: Full-TimeCompensation: $100,000 – $150,000 base salary equityVisa Sponsorship: Not availableAbout the RoleWe 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 ResponsibilitiesLead 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.QualificationsRequired 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.
Salary : $100,000 - $150,000