Customer Success Team Lead

Topline Pro • New York, NY

90d • $100,000

About The Position

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

Requirements

• 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.

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.

Benefits

• $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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 11-50 employees