Customer Success Manager

Role Summary

We're 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 you'll spend most of your day on calls helping business owners adopt our tools, solve problems, and grow their businesses. You'll build relationships, prevent churn, and ensure customers see real value from our platform-all while developing your skills in a supportive, high-energy startup environment in our Brooklyn office.

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 we're 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.
• Willing and excited to work 5 days a week in our Williamsburg, Brooklyn office!

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 team-ensuring 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 growth-even when it doesn't go as planned.
• One Team, One Dream: We tackle challenges together with creativity, and an open mind-always 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 respect-because great ideas come from everywhere.
• Be an Owner: We take responsibility for outcomes, act in the company's 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 other's achievements, big and small-at work and in life-because shared success fuels lasting momentum. And we end all team meetings in a "Boom!"

About Topline Pro

We're building an 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 was co-founded by Nick Ornitz (CEO) and Shannon Kay (COO), with an excellent team of 120+ rockstars and plans to expand further in 2026. We serve thousands of local service businesses and were named one of the top 50 Tech Companies building for SMBs in 2023 and 2024.

We're YC-backed and well-funded, with several years of runway, and we've experienced rapid growth over the past year. We're in a phenomenal position to scale, with the financial foundation, product-market fit, and momentum to go big. You'll be joining at an inflection point, where the groundwork is laid, and the path to massive impact is clear.

We believe "great candidates" do not come about simply from a check mark next to past experience. 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.

Topline Pro is committed to building an inclusive workplace and assembling a team from diverse backgrounds. We ensure that individuals with disabilities receive reasonable accommodation throughout the application and interview process. We strongly encourage applications from underrepresented candidates and those from nontraditional backgrounds.