Customer Success Team Lead

We're quickly growing and super excited for you to join us!

About Topsort

At Topsort, we believe in the mission of democratizing the secret technologies of the walled gardens and creating a privacy-first cookie-free world of clean advertising with modern tech, friendly products, and AI. We believe in making advertising intuitive, intelligent, and genuinely cool, without any of the creepy ads or cookie-obsession (well, maybe just the chocolate ones). In a rapidly changing industry, we're on a mission to democratize monetization access for all and ensure that advertising doesn't leave any brand or seller feeling confused or overwhelmed.

Today, Topsort has 6 major hubs worldwide, and employees in 15+ countries, including Menlo Park, Boston, Santiago Chile, Sao Paulo Brazil, Barcelona Spain, and Sydney Australia. We are a truly global company that was born in the pandemic that’s had rapid growth since out of a genius product, a customer-first mentality, and a hardworking team of talented individuals. Since our founding in 2021, we’ve gained customers in retail, marketplaces, and delivery apps in 40+ countries and quickly approaching the #1 position in the industry.

Do you enjoy a fast-paced environment? Do you like seeing your work create real-time impact, being part of a rocket ship from the very beginning? Let’s do the unimaginable - let’s make ads clean and cool again, with AI and modern technology. 

What it’s like to work at Topsort

Our team is all about straightforward communication, embracing feedback without taking it personally, and fostering a super collaborative environment. It’s a sports team that’s hyper focused on winning, collaborative internally, and competitive externally - never the other way around. We thrive on working in the open, lifting each other up, and getting things done with a sense of urgency. We're the kind of team that loves making bold choices, sharing extraordinary opinions, and maintaining a 100 mph pace. No endless meetings here – if it can be done today, we're all about getting it done today.

What is this role like?

Customer Success Team Lead is the manager of the global team of account managers and key account managers, and a key role that sets the strategy and ensures execution of our post-sales process from contract signed to upselling and expansion, including everything in between. 

The right profile has the player-coach mindset and can adapt the ratio of the manager vs. player as we scale up the customer success organization. At Topsort, we don’t believe in hands off management thus you must be involved in customer conversations from day 1 and lead by example while you gain the knowledge of product, process, customers and people.

International and domestic customer visits and travel are big part of this role, ability to understand technical products and prior industry knowledge of the ad industry is strongly preferred. 

More about the role: 

• Work closely with C-levels in shaping the strategy of Customer Success (CS) and adapt over time with company goals and strategy. We expect you to have original critical thinking but also a degree of disagree and commit. 
• This role will start by reporting to the CEO and can later roll into a senior revenue leader. 
• Entrepreneurship and scale-up energy: if you thrive in startup energy and can also get excited about scaling to a more mature state of company and working with entrepreneurs, you’d like this role! 
• No BS approach and Direct Communication: we are very direct and transparent in our communications. We work in the open, and 
• Manager of Customer Success Team: you’ll be responsible for owning the P&L of customer success, hitting revenue numbers post-sales, and working closely with Product, Engineering, to ensure revenue delivery on the post-sales process. 
• Responsible for recruiting, hiring, firing, promoting and growing a team of high performing global team of account managers.
• Timezone: this is not a standard 9-5 we expect you to jump on early or later zoom calls across timezones to speak with international team and customers sometimes. 

Preferred Requirements:

• 7-12+ Years of experience in a client facing role carrying revenue targets and 5+ years leading a team as a manager.
• Industry knowledge in retail, advertising, media sales, software sales
• STEM background and analytical skills, you should be able to make presentations and revenue projections independently.
• Speaks more than 1 language is always a plus or living and working abroad where you’re culturally fluent in working with an international customer base
• Organized, loves challenges, ability to thrive under pressure 
• Ability to check ego at the door, foster a collaborative environment, and empower others to drive results.
• Founder Friendly: You take yourself seriously but not too seriously not no work is beneath you. You love working in a startup environment and understands “leaders eat last” style of leadership

What We Value

At Topsort, we seek professionals who embody the following qualities to drive our mission forward:

• Deep dive into details: Professionals who are not content with superficial answers and dive deeply into the details to uncover root causes and optimal solutions.
• Team first: A low need for individual recognition, always prioritizing collective results over personal credit.
• You thrive with ambiguity: Exceptional ability to tackle open-ended problems in unstructured environments, turning chaos into structured innovation.
• Adaptability: Willingness to learn, mentor, lead, and follow as the situation demands, fostering growth at all levels.
• Urgency: A disproportionate sense of urgency in execution, while keeping scalability and the creation of replicable processes in mind to ensure long-term success.
• Curiosity: Genuinely curious individuals who can quickly learn difficult concepts and apply them effectively.

Do you sound like the right fit? Let's dive right in!

Do you sound like the right fit? Let's dive right in!