VP of Customer Success

Were 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 privacyfirst cookiefree 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 cookieobsession (well maybe just the chocolate ones). In a rapidly changing industry were on a mission to democratize monetization access for all and ensure that advertising doesnt 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 thats had rapid growth since out of a genius product a customerfirst mentality and a hardworking team of talented individuals. Since our founding in 2021 weve gained customers in retail marketplaces and delivery apps in 40 countries and quickly approaching the #1 position in the industry.

Do you enjoy a fastpaced environment Do you like seeing your work create realtime impact being part of a rocket ship from the very beginning Lets do the unimaginable lets make ads clean and cool again with AI and modern technology.

What its like to work at Topsort

Our team is all about straightforward communication embracing feedback without taking it personally and fostering a super collaborative environment. Its a sports team thats 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. Were 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 were all about getting it done today.

What is this role like

VP of Customer Success is the leader and manager of our global team of customer success and clientfacing account managers and ultimately owns the P&L for everything post the initial sale. This role covers client journeys from support during integration phase to upselling and cross selling through expansion phase and strategic commercial guidance.

executive fosters ownership of the customer experience across leadership reduces organizational silos and ensures continuous alignment with evolving customer expectations. Their leadership is vital in building a customercentric culture that provides mutual value for both the company and its customers.

This senior executive will lead the development and execution of strategies focused on customer satisfaction loyalty and lifetime value. Reporting directly to the leadership team and based in Boston or New York with ability to travel to clients and work onsite in a hybrid schedule this role ensures a seamless and consistent customer journey that aligns with company growth objectives.

You will:

• Develop and implement a strategy of excellence in Customer Experience (CX) aligned to the company goals and strategic customer segments.
• Be the owner of the postsale customer touchpointsincluding support product experience and feedback analysisto ensure a positive and consistent experience across all channels and bring tools to measure the experience.
• Lead and scale up a highperforming CX team.
• Collaborate crossfunctionally with Product Sales and Marketing to drive customercentric initiatives process improvements and alignment on product roadmaps and act as the owner of the gotomarket strategies.
• Analyze customer feedback and data to identify trends address pain points and develop action plans for continuous internal improvement.
• Establish and monitor key performance indicators (KPIs) aligned with the companys strategy.
• Serve as the voice of the customer influencing strategic decisions and product improvements across the organization.
• Represent the companys CX initiatives at industry events building brand reputation and fostering partnerships.
• Drive a customercentric culture throughout the organization ensuring all employees understand the importance of delivering exceptional service.

What (we think) you need to be successful but were open to surprises:

• 10 Years of B2B Customer Success
• Extensive experience in customer lifecycle management customer success or CX with a focus on measurable outcomes and business impact.

• Proven ability to lead operational change build collaborative partnerships and unite teams around a shared vision for customer experience.
• Strong analytical skills and a datadriven approach to problemsolving and strategy refinement.
• Demonstrated ability to drive change inspire collaboration and manage crossfunctional synergies.
• Track record of customercentric decisionmaking and experience in multiple customermanagement roles (e.g. voice of customer experience design customer care).
• Bachelors degree required; advanced degrees or certifications in CX or related fields are a plus.
• Executive presence strategic thinking and the ability to communicate succinctly with Csuite authority.
• Ability to check ego at the door foster a collaborative environment and empower others to drive results.

Why its awesome to work at Topsort

• Direct Feedback and Rapid Growth: 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
• Be part of an elite and collaborative sports team: We believe startup scaleup is just like a team sport. Its 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 remoteworking options with coworking memberships and (at least) once a year in person offsite gathering. Youll be welcomed by coworkers in 11 countries that all bring a unique perspective to the company from day 1.
• Company Offsite and Industry Exposure: Once a year Topsorters get together as a whole and also meet customers and really spend time to get feedback in person events are a big part of how we build strong relationships and teams.
• Flexible PTO schedule with floating holidays: we encourage Topsorters to take time off and recharge and respect different cultural norms so offer floating holidays to accommodate the celebrations youd like.
• Working Equipment and Hubs: our team is global and also centered around hubs that means youre welcome to create a hybrid work schedule and encouraged to travel to other hubs to collaborate. We provide working devices of your choice and surprise swags for special events.
• Meditation App Birthday and Anniversary Celebrations: we like little surprises and remember the key moments to celebrate with you!

Do you sound like the right fit Lets dive right in!

Do you sound like the right fit Lets dive right in!