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Customer Success Manager

Topline Pro

Topline Pro

Posted on Friday, May 12, 2023

Customer Success Manager

About Topline Pro

We’re building AI powered Shopify for service businesses. We help service pros (e.g., roofers, landscapers, painters) acquire direct business, fast. Up and running within minutes using Gen AI, our digital storefront products help pros get discovered, trusted, and booked repeatedly.
Topline Pro is co-founded by Nick Ornitz (CEO) and Shannon Kay (CPO) with an excellent team of 15+ rockstars with plans to expand to more than 30 team members in 2023. We serve over 1,000 local service businesses, and were named as one of the 2023 top 50 Tech Companies building for SMBs.
We're YC-backed and well funded with several years runway, and we’ve experienced rapid growth in 2023.
We're looking for a Customer Success Manager who will play a pivotal role in our growth over the coming year and be a direct link to interfacing with our customers each day to help shape the future of our product.
We care deeply about a culture that is inclusive and equitable for people of all backgrounds and experiences. We particularly encourage people from communities that tend to be underrepresented to apply, including but not limited to women, people of color, and people who identify as LGBTQ+.
We believe “great candidates” do not come about through simply a checkmark next to past experiences. We believe in hiring people, not just skills. Even if you do not check every box but find excitement at the prospect of working with us in this capacity, please apply.

What you'll do

Manage a portfolio of SMB customers
Create and execute an account growth strategy to achieve customer goals
Deal with a high volume of customer communications across email, text and calling
Build lasting relationships with clients and be a customer advocate within the team
Work on upselling initiatives to drive new feature adoption and user expansion
Document account-related activities in CRM and sales software (Hubspot, Salesloft)
Become a product superuser who is knowledgeable of every part of our product
Serve as a customer advocate by sharing customer feedback and product ideas with the product team to help advance the product

🎯 What we're looking for

1+ years experience in sales, customer success or customer support (a bonus if for SaaS company or to SMBs)
Comfort communicating with customers and dealing with a high volume of verbal and written communications
Passion for driving positive growth for our clients and routinely exceeding expectations
Advanced time management skills with the ability to multitask through a high volume of relationships / initiatives at the same time
Desire to work with or experience working with small teams in an agile, startup environment
Excellent written and verbal communication skills
Someone eager to learn and grow in customer success management!

🤗 Who you are

Team player with a passion for learning and interest in customer experience
Self-starter who finds comfort in ambiguity
Goofball who loves having fun

🙌 What we offer

Competitive cash compensation ($70k - $85k) + equity package
Full Medical, Dental and Vision Health Coverage
Computer and workspace enhancements
Monthly stipend for mental and physical health
401(k) plan (non-matching)
Unlimited vacation, 7 company holidays including election day, and 1 personal volunteer day a year
Opportunity to take on significant responsibility and ownership in scaling a product that is changing the lives of home service pros
Fun-filled team that doesn’t take themselves too seriously, including virtual cameos from the team dog mascots Caro and Alta

🌎 Where you'll work

We have offices in New York and Boston. Strong preference for this role is in-person five days / wk in New York office (located in Williamsburg).
You can view our website at toplinepro.com.

How to apply

Email your LinkedIn + Resume (if up to date) to our Co-Founder & CEO - nick@toplinepro.com