Customer Success Manager
About the role
Wayline is seeking a Customer Success Manager to support existing customers and build scalable onboarding and infrastructure, with a focus on telephony implementation, customer relationships, and translating feedback into product requirements.
Responsibilities
- Own customer relationships end-to-end
- Conduct onboarding and implementation for new customers
- Create playbooks and documentation to support scale
- Configure customers' phone systems, provision and port phone numbers, set up routing and forwarding, troubleshoot call flows, and coordinate migrations from existing providers into Wayline
- Collaborate with founders and engineers to translate customer feedback into product requirements and diagnose issues across telephony, integrations, and AI workflows
- Work closely with the team to build scalable processes and systems
Qualifications
- 2–4 years in a customer success, implementation, or technical customer-facing role at prop tech companies serving single-family, multi-family, or commercial real estate customers
- Hands-on experience with business telephony systems such as Quo (formerly OpenPhone), Dialpad, Twilio, RingCentral, or similar platforms
- Experience provisioning and porting phone numbers between carriers or telephony platforms, including coordinating port requests and troubleshooting migrations
- Comfort with call routing, forwarding, IVRs, extensions, business hours, voicemail, and related telephony configurations
- Hands-on experience guiding customers through onboarding, setup, and implementation
- Fluency with AI tools (e.g., Claude, ChatGPT, Cursor) and effective prompting
- Exposure to voice AI or conversational AI either professionally or as a power user
- Property management, real estate, or prop tech background strongly preferred
- Ability to read API docs, understand webhook payloads, troubleshoot integrations, and explain technical requirements to customers
- Builder mentality to identify and fill gaps; willingness to show demos or hobby AI projects as applicable
- Bonus: built AI demos/demos or hobby projects to show AI tooling experience
- Location: Bay Area-based with ability to be in the SF office regularly
Skills
Benefits
- Competitive salary
- Meaningful equity
- Health and dental benefits
About WAYLINE
AI voice for property managers
Wayline is an AI front desk assistant purpose-built for real estate to answer calls and messages 24/7. It’s like an always-on property manager that can convert leads and resolve issues better than any human, day or night. Our AI can be setup in as little as 24 hours and works seamlessly with existing phone/management software. Uniquely, our AI knowledge base is domain-specific to learn and handle the most complex real estate workflows. For property operators, Wayline instantly replaces robo-menus and call centers, while centralizing and scaling back-office teams.