Topline Pro · 2 months ago
Customer Success Team Lead
Brooklyn, NY
Full-time
Onsite
Senior Level
5+ years expTopline Pro is building AI powered Shopify for service businesses, and they are seeking a Customer Success Team Lead to enhance their customer experience. This role involves leading a small team while also engaging directly with customers, focusing on high-quality interactions and data-driven strategies to improve retention and growth.
Artificial Intelligence (AI)Generative AIInternetMobile AppsSoftware
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
Qualification
Required
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
Benefits
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
Company
Topline Pro
Topline Pro is a generative AI platform enabling home services professionals to manage and scale their businesses online.
11-50 employees
Funding
Current Stage
Growth StageTotal Funding
$44MKey Investors
NorthzoneForerunnerBonfire Ventures
2025-08-14Series B· $27M
2023-07-31Series A· $12M
2022-08-08Seed· $5M
Leadership Team
Nick Ornitz
Co-Founder & CEO
Shannon Kay
Co-founder, COO
Recent News
globallegalchronicle.com
2025-09-18
Tech Startups - Startups and Technology news
2025-08-19
Company data provided by crunchbase