Customer Success Team Lead at Topline Pro

New York, United States

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$100,000 – $100,000Compensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

TechnologyIndustries

Requirements

5+ years of customer success or customer experience background
1+ years of direct people management experience
Proven success operating in a high-activity, phone-first environment
Strong data-driven mindset; comfortable analyzing metrics and coaching from data
Excellent communication, organization, and problem-solving skills
Ability to balance hands-on execution with emerging leadership responsibilities
A player-coach who thrives in both doing the work and leading others
Energized by a call-first, customer-centric culture (but understand this isn’t a call center)
Naturally analytical — you use data to prioritize, measure, and continuously improve
Adaptable and resilient in fast-paced, evolving environments
A team-builder who creates clarity, trust, and accountability through lightweight systems
Excited to make a direct, measurable impact on customers and the business

Responsibilities

Lead a small customer success team while still contributing as an IC
Drive customer engagement in a call-first environment, ensuring conversations are high-quality and consultative
Run team rituals (stand-ups, reviews) anchored in performance data and activity trends
Coach team members on call quality, data use, and customer strategy
Re-plan priorities quickly in response to evolving customer needs and insights
Partner cross-functionally with Sales, Marketing, and Product to align on customer health
Track and improve core success metrics: NRR, GRR, churn, response times, reactivations, and downgrades

Skills

Customer Success

Team Leadership

People Management

Data Analysis

Metrics Tracking

NRR

GRR

Churn Reduction

Call Coaching

Cross-functional Collaboration

Topline Pro

Generative AI platform for home services

About Topline Pro

Topline Pro provides a Generative AI platform that helps home service businesses improve their online presence and customer engagement. The platform allows users to create custom websites that are optimized for search engines, making it easier for potential customers to find them. Additionally, it includes an application that manages content for local listings, automates social media posts, and enables online payment processing. This service is particularly beneficial for small businesses and home service professionals, as it simplifies their operations and enhances their visibility in the market. Unlike many competitors, Topline Pro focuses specifically on the home services sector and offers subscription-based access to its tools, ensuring that clients have ongoing support and resources to grow their businesses.

Boston, MassachusettsHeadquarters

2020Year Founded

$16.5MTotal Funding

SERIES_ACompany Stage

Consumer Software, AI & Machine LearningIndustries

51-200Employees

Benefits

Health Insurance

Unlimited Paid Time Off

Paid Holidays

401(k) Retirement Plan

Company Equity

Risks

Increased competition from companies like Honey Homes and Puls Technologies.

Slowdown in the housing market may impact demand for home services.

Rising raw material prices could reduce investment in subscription-based platforms.

Differentiation

Topline Pro uses Generative AI to enhance discoverability and trust for home services.

The platform offers SEO-optimized websites, boosting online visibility for small businesses.

Topline Pro automates social media and payment processes, streamlining business operations.

Upsides

Raised $12M in Series A funding, indicating strong investor confidence.

Named to 2023 SMBTech 50, highlighting its growth potential and industry recognition.

Growing demand for AI-driven SEO tools aligns with Topline Pro's offerings.

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