Customer Success Manager

About Topline Pro

At Topline Pro, we’re building AI-powered tools to help service businesses like roofers, landscapers, and painters quickly acquire direct customers. Our Gen AI solutions get them discovered, trusted, and booked in minutes.

Topline Pro is co-founded by Nick Ornitz (CEO) and Shannon Kay (COO) with an excellent team of 70+ rockstars with plans to expand to more than 60 team members in 2025. We serve over 2,500 local service businesses and were named a top 50 Tech Companies building for SMBs in 2023 and 2024!

Backed by Y Combinator, Forerunner Ventures, and Bonefire Ventures, Topline Pro is well-funded and poised for growth. We're building a passionate team to help redefine our onboarding experience and shape our company’s future.

We’re committed to fostering an inclusive, equitable workplace for individuals from all backgrounds. We especially encourage applications from underrepresented communities, including women, people of color, and those who identify as LGBTQ+.

If you're excited to grow in a fast-paced, high-growth startup, even without checking every box below, we want to hear from you!

⚡ What you'll do

• Customer Portfolio Management : Oversee a portfolio of SMB customers, ensuring they receive exceptional service and value from our solutions.

• Growth Strategy and SMB Consulting : Develop and implement tailored account growth strategies while acting as a trusted consultant to small businesses, offering strategic advice to help them grow, optimize operations, and achieve long-term success

• High-Volume Communication : Manage a high volume of customer communications across various channels, including email, text, and calls, ensuring timely responses and effective solutions.

• Relationship Building : Cultivate long-lasting relationships with clients, acting as a trusted customer advocate within the company.

• Upselling and Feature Adoption : Identify and implement upselling opportunities to drive feature adoption and expand user engagement.

• CRM and Sales Software Management : Accurately document all account-related activities in CRM systems (Hubspot, Salesloft) to ensure seamless tracking and reporting.

• Product Expertise : Become a product superuser, maintaining deep knowledge of all product features to provide expert guidance to clients.

• Customer Advocacy and Feedback : Serve as a customer voice within the company, sharing valuable feedback and product suggestions with the product team to drive product innovation and improvements.

🎯 What we're looking for

• 1+ Years in Sales, Customer Success, or Customer Support: A proven background in sales or customer-facing roles, with a bonus if you have experience in SaaS or working with SMBs.

• Comfort with High-Volume Communication: Ability to manage a large volume of verbal and written communications with customers, ensuring clarity, responsiveness, and professionalism.

• Excellent Written and Verbal Communication Skills: Strong communication abilities, both in writing and speaking, to effectively interact with clients and internal teams.

• Passion for Driving Positive Growth: A strong drive to help clients achieve success, exceed expectations, and see tangible growth from your efforts.

• Advanced Time Management Skills: Exceptional ability to prioritize and manage multiple relationships and initiatives simultaneously, ensuring deadlines are met without compromising quality.

• Experience in Agile, Startup Environments: Previous experience or a strong desire to work in small teams within a fast-paced, agile, and dynamic startup environment.

• Growth Mindset: An eagerness to learn and grow in customer success. A passion for continuous learning and a drive to develop your skills and expertise in customer success management.

🤗 Who you are

• Collaborative Team Player : Thrives in a fast-paced, in-office environment with the drive to contribute every day

• Dynamic Self-Starter : Comfortable navigating ambiguity, you take initiative and bring solutions to the table

• Energetic and Fun-Loving : Bring your unique personality and a sense of humor to our vibrant, high-energy workplace

• Ambitious Growing Professional : Cultivating a growth-mindset, passionate about continuous learning, and committed to personal and professional growth

🙌 What we offer

• Competitive cash compensation ($65K - $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, 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

• A fun, dynamic, and inclusive team that values creativity and collaboration