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](https://www.linkedin.com/in/nick-ornitz-766935a5/) (CEO) and [Shannon Kay](https://www.linkedin.com/in/shannonekay/) (CPO) with an excellent team of 40+ 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](https://www.prnewswire.com/news-releases/topline-pro-named-to-2023-smbtech-50-301805646.html) 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 * 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 * $65,000 base + a variable pay up to (but not capped at) $20,000 (based on Net Revenue Retention) + 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](http://toplinepro.com).