Customer Success Manager at Topsort

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 5 major hubs worldwide, and employees in 13+ 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？

As a Customer Success Manager for Toppie, you will be the cornerstone of our client relationships post-sale. Your primary goal is to ensure our agency and brand clients achieve maximum value from Toppie, driving their success and fostering long-term partnerships. Sales will hand over accounts and campaigns to you for seamless onboarding, ongoing maintenance, and proactive support. You will be crucial in maintaining high retention and identifying growth opportunities within our fast-paced, high-productivity environment.

You will:

• Client Onboarding & Adoption: Lead the smooth onboarding process for new Toppie clients (agencies and brands), ensuring they quickly understand and fully adopt the platform's capabilities to maximize their initial success.
• Relationship Management: Build and nurture strong, trusted relationships with key client stakeholders, acting as their primary point of contact and dedicated advocate within Topsort.
• Performance Optimization: Proactively monitor client campaign performance within Toppie, identify areas for improvement, and provide data-driven recommendations for optimization to help clients achieve their business objectives.
• Strategic Business Reviews: Conduct regular business reviews with clients to showcase the value Toppie delivers, discuss performance trends, address challenges, and align on future strategies and goals.
• Retention & Expansion: Drive client retention by continuously demonstrating Toppie's value. Identify upsell and cross-sell opportunities within existing accounts and collaborate closely with the Sales Team to facilitate these expansions.
• Cross-Functional Coordination: Act as the client's voice internally, effectively coordinating with product, engineering, and technical support teams to resolve issues, address feedback, and advocate for client needs.

What (we think) you need to be successful - we’re open to not checking all the boxes and be proven wrong by outlier candidates as well! 

• 3-5+ years of experience in Customer Success, Account Management, or a similar client-facing role within B2B SaaS, ad-tech, or retail media.
• Strong analytical skills with the ability to interpret campaign performance data, identify trends, and provide actionable insights.
• Exceptional communication, presentation, and interpersonal skills, capable of building rapport and trust with diverse client profiles.
• Proficiency in CRM software (e.g., HubSpot) and comfortable with analytics platforms.
• Fluent in Spanish and English (written and spoken). Portuguese is a strong plus.
• Highly proactive, organized, and client-focused, with a proven ability to manage multiple accounts simultaneously.
• A problem-solver with a strong sense of ownership and accountability.
• Thrives in a fast-paced, high-growth environment, embracing a culture of high productivity, independence, and honest communication.

Topsort Culture

• Speed: We work hard, set aggressive goals and execute flawlessly to accomplish them. We give candid feedback, push each other to set higher goals and produce more impact by always thinking “how do we do this faster and better”
• Fast Growth: We believe startup scaleup is just like a team sport. It's been written in our motto since day 1 that we are collaborative internally, competitive externally, and never the other round around. You are ultimately surrounded by just different people that are all here to help you get the job done and shine as a team. 
• Intellectual Rigor and Individuality: We were born in the pandemic by Stanford and Harvard alum cofounders who offer remote-working options with coworking memberships and (at least) once a year in person offsite gathering. You’ll be welcomed by coworkers in 11 countries that all bring a unique perspective to the company from day 1. From personalized birthday gifts to work anniversaries, and management training program or in-person gatherings or career talks and mentorships, part-time DJs and tik-tok vloggers are also commercial leaders and technical staff at Topsort. We don’t take management with a cookie cutter approach - but rather we cherish your quarks and think it makes us stronger.