Job Description

Role Summary

Were looking for a Customer Success Manager to join our fast-growing team and serve as the trusted partner for our small business customers. This is an early-career role where youll spend most of your day on calls helping business owners adopt our tools, solve problems, and grow their businesses. Youll build relationships, prevent churn, and ensure customers see real value from our platformall while developing your skills in a supportive, high-energy startup environment.

What you'll do

• Make a minimum of 30 customer calls per day, balancing training, proactive outreach, and retention conversations.

• Build strong, trust-based relationships with small business owners (our pros).

• Help customers adopt tools like websites, SEO, ads, and AI features by making them simple and accessible.

• Drive retention by preventing churn, recovering delinquent accounts, and delivering creative solutions.

• Manage competing tasks and priorities effectively in a fast-paced, dynamic environment.

• Capture customer feedback and share it with product, engineering, and support teams.

What were looking for

• 1+ years of early career experience delivering on scoped responsibilities with coaching.

• Strong verbal communication; confident and comfortable on customer calls.

• Tech-savvy and able to learn new platforms quickly.

• Patient and empathetic when working with customers who have low tech familiarity.

• Strong time management and organizational skills.

• Growth mindset: open to feedback, eager to improve, and adaptable in a startup setting.

Who you are

• A natural relationship builder who enjoys talking with people every day.

• Someone who thrives in high-energy, fast-changing environments.

• Comfortable following established guidelines, but quick to ask questions when things are unclear.

• Able to handle simple tasks independently while seeking support for more complex situations.

• Excited to grow your skills, learn from experienced peers, and make an impact early in your career.

Hiring Process

• Recruiter Screen

• CX Team Lead Screen

• Live Role Play

• Cofounder Screen

What we offer

• $65k base salary ($80k OTE) + equity package

• Full Medical, Dental, and Vision Health Coverage

• Computer and workspace enhancements

• 401(k) plan (non-matching)

• Unlimited vacation, 9 company holidays, including election day, and 1 personal volunteer day a year

• Company-paid Wellhub membership for fitness and wellness

• Dinner covered with Uber Eats + a stocked kitchen to keep you fueled

• Opportunity to take on significant responsibility and ownership in scaling a product that can change the lives of home service pros

Our Values

• No Bullsh*t: We create meaningful results for our customers and drive growth for our teamensuring progress and impact are felt every day. Our focus, both internally and externally, is on delivering genuine value rather than superficial solutions or benefit without purpose.

• Think Big, Learn Fast: We move quickly, acting on data to uncover insights and solutions. We embrace risks, knowing every experiment fuels growtheven when it doesnt go as planned.

• One Team, One Dream: We tackle challenges together with creativity, and an open mindalways seeking solutions and embracing fresh ideas to win as a team.

• Empower Every Voice: We welcome diverse perspectives and bold ideas, creating space for authenticity and respectbecause great ideas come from everywhere.

• Be an Owner: We take responsibility for outcomes, act in the companys best interest, and treat every dollar as our own. We move with urgency, think long-term, and take pride in driving impact.

• Boom!: We take time to celebrate each others achievements, big and smallat work and in lifebecause shared success fuels lasting momentum. And we end all team meetings in a Boom!

About Topline Pro

Were building AI powered Shopify for service businesses. We help service pros (e.g., roofers, landscapers, painters, cleaners) 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 90+ rockstars with plans to expand more in 2025. We serve thousands of local service businesses and were named as one of the 2023 and 2024 top 50 Tech Companies building for SMBs .

We're YC-backed and well funded with several years of runway, and weve experienced rapid growth in the past year. We're in a phenomenal position to scalewith the financial foundation, product-market fit, and momentum to go big. Youll be joining at an inflection pointwhere the groundwork is laid and the path to massive impact is clear.

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.

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