Customer Success Team Lead

We’re looking for a Customer Success Team Lead to join Topline Pro and help shape the future of our customer experience. This is a unique opportunity to step into a true player coach role where you’ll both lead and directly contribute guiding a small team in a call first high touch environment while ensuring every customer interaction is consultative strategic and impactful.

This is not traditional enterprise customer success. Our customers are small business owners and engagement is frequent advice driven and execution focused. Success in this role means building a team that knows how to prioritize effectively move quickly and drive measurable impact across retention and growth.

To set you up for success your first three months will be hands on as an individual contributor. You’ll operate as a Customer Success Manager manage your own book of customers learn the product deeply and internalize our operating model before formally stepping into full team leadership ownership.

If you’re data driven thrive in fast paced environments and want to make a measurable impact on retention and expansion this role will put you at the center of building an exceptional and durable customer journey.

• 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.

• 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.

• Recruiter Screen

• CX Team Lead Screen

• Hiring Manager Screen

• Onsite

• Cofounder Screen

• $100K salary + bonus + equity ($120K+ OTE)

• 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

• 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!”

We’re 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 we’ve experienced rapid growth in 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 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.

What We Do

Topline Pro believes that home service pros and small businesses are the backbone of the economy and have gone too long without the right technologies. Topline Pro is a Generative AI platform enabling home service businesses to be easily discovered trusted and booked directly. The AI-driven interface rapidly and affordably creates a custom SEO-optimized website along with a application to help sync content to and from local listings put social media communications on autopilot and enable the business owner to easily get paid online.

Why Work With Us

We’re a tight-knit team with big goals. At Topline Pro we value speed humility and celebration. We take bets learn fast and support one another. You’ll have ownership trust and a real opportunity to build something meaningful for the people who keep our communities running—and have fun doing it.

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