Qualifications
ResponsibilitiesLead a compact customer success team while actively contributing as an individual contributor. Foster customer engagement in a call-first framework, guaranteeing high-quality and consultative conversations. Conduct team rituals (stand-ups, reviews) anchored in performance data and activity trends. Mentor team members on call quality, data utilization, and customer strategy. Quickly adjust priorities in response to evolving customer insights and needs. Collaborate cross-functionally with Sales, Marketing, and Product teams to align on customer health metrics. Monitor and enhance core success metrics including NRR, GRR, churn rates, response times, reactivations, and downgrades. Desired QualificationsMinimum of 5 years in customer success or customer experience roles. At least 1 year of direct management experience. Demonstrated success in a high-activity, phone-first environment. Strong aptitude for data analysis; comfortable utilizing metrics to coach and guide. Exceptional communication, organizational, and interpersonal skills.
About the job
Topline Pro is seeking an experienced Customer Success Team Lead to revolutionize our customer experience approach. This is a remarkable chance to assume a dual role as both a leader and a contributor, directing a dedicated team in a dynamic, call-driven atmosphere while ensuring that each customer interaction is consultative, strategic, and impactful.
This position diverges from traditional enterprise customer success; our focus is on small business owners, necessitating frequent engagement, advice-driven interactions, and execution-focused strategies. Success in this position entails cultivating a team adept at prioritizing efficiently, responding swiftly, and achieving significant results in retention and growth metrics.
Your initial three months will be immersive, functioning as a Customer Success Manager to manage your own portfolio of clients, gaining in-depth product knowledge, and mastering our operational model before transitioning into full team leadership.
If you are data-oriented, thrive in fast-paced settings, and aspire to make a tangible impact on customer retention and expansion, this position places you at the forefront of crafting an extraordinary and sustainable customer journey.
About Topline Pro
Topline Pro is dedicated to enhancing the customer journey for small business owners. We prioritize a consultative approach, ensuring that every interaction is meaningful and impactful to drive retention and growth.