Customer Success Team Lead • Lead

Who you are

You have over 5 years of experience in customer success or customer experience, with a proven track record in a high-activity, phone-first environment. Your direct people management experience of at least 1 year has equipped you with the skills to lead and coach a team effectively. You possess a strong data-driven mindset, allowing you to analyze metrics and coach your team based on data insights. Your excellent communication, organization, and problem-solving skills enable you to navigate complex customer interactions and drive engagement.

What you'll do

In this role, you will lead a small customer success team while also contributing as an individual contributor. You will drive customer engagement in a call-first environment, ensuring that every conversation is high-quality and consultative. You will run team rituals such as stand-ups and reviews, anchored in performance data and activity trends. Your responsibilities will include coaching team members on call quality, data use, and customer strategy, while also being agile in re-planning priorities based on evolving customer needs and insights. You will partner cross-functionally with Sales, Marketing, and Product teams to align on customer health and track core success metrics like NRR, GRR, churn, response times, reactivations, and downgrades.

What we offer

You will be joining Topline Pro at a pivotal moment, where your contributions will have a significant impact on shaping the customer experience. We believe in hiring individuals who are not just qualified on paper but are also excited about the opportunity to work with us. We encourage you to apply even if you do not meet every requirement listed. This role offers a unique chance to make a measurable impact on retention and growth while being part of a supportive and dynamic team.