Customer Success Manager

The role

You will be the trusted partner for small business owners on our platform. Most of your day is spent on calls: training customers, reaching out to them, and keeping them from leaving.

What you will do

• Make a minimum of 30 customer calls per day
• Build trust-based relationships with small business owners
• Help customers adopt tools like websites, SEO, ads, and AI features
• Prevent churn, recover delinquent accounts, and offer creative solutions
• Manage competing tasks and priorities in a fast-paced environment
• Capture customer feedback and share it with product, engineering, and support teams

Required qualifications

• 1+ years of early career experience delivering scoped responsibilities with coaching
• Strong verbal communication, confident on customer calls
• Tech-savvy and able to learn new platforms quickly
• Patient and empathetic with customers who have low tech familiarity
• Strong time management and organizational skills
• Growth mindset: open to feedback and adaptable in a startup setting
• Willing to work 5 days a week in the Williamsburg, Brooklyn office

Benefits

• Full medical, dental, and vision coverage
• Computer and workspace enhancements
• 401(k) plan (non-matching)
• Unlimited vacation
• 9 company holidays, including election day
• 1 personal volunteer day a year
• Company-paid Wellhub membership for fitness and wellness
• Dinner covered with Uber Eats and a stocked kitchen
• Opportunity to take on significant responsibility and ownership in scaling a product

Before you apply

• Hiring process: recruiter screen, CX team lead screen, VP CX screen, live role play, cofounder screen
• Must be willing to work 5 days a week in the Brooklyn office

About the company

Topline Pro is building an AI-powered Shopify for service businesses such as roofers, landscapers, painters, and cleaners. The company is YC-backed and has 120+ employees.