Customer Success Manager at Topsort

<div class="content-intro"><p>We're quickly growing and super excited for you to join us! </p></div><h1><span style="font-size: 12pt;">About Topsort</span></h1> <p>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).</p> <p>Today, Topsort has 5 major hubs worldwide and employees in 13+ countries, including Menlo Park, Boston, Santiago, São Paulo, Barcelona, and Sydney. Since our founding in 2021, we've gained customers in retail, marketplaces, and delivery apps in 40+ countries and are quickly approaching the #1 position in the industry.</p> <h1><span style="font-size: 12pt;">What It's Like to Work at Topsort</span></h1> <p>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, competitive externally. We thrive on working in the open, lifting each other up, and getting things done with a sense of urgency. No endless meetings here — if it can be done today, we get it done today.</p> <h1><span style="font-size: 12pt;">What Is This Role Like?</span></h1> <p>We're looking for a <strong>Customer Support Manager / CS Analyst</strong> to join our Customer Success team in Boston office or LATAM region. This is a hybrid role that sits at the intersection of customer success and data-driven analysis — not a sales role, but one that requires strong customer-facing skills and genuine curiosity about how things work.</p> <p>You'll be the go-to person for our customers when they run into issues, questions, or need guidance — and you'll also dig into the data to understand patterns, surface insights, and help the team continuously improve. Think: part support champion, part analyst.</p> <p class="font-claude-response-body break-words whitespace-normal leading-[1.7]"><strong>What You'll Do</strong></p> <p class="font-claude-response-body break-words whitespace-normal leading-[1.7]"><strong>Customer Engagement &amp; Success</strong></p> <ul class="[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3"> <li class="whitespace-normal break-words pl-2">Act as a trusted point of contact for customers on operational and data-related questions, working closely with Account Managers to ensure a smooth, high-quality experience.</li> <li class="whitespace-normal break-words pl-2">Support customer onboarding by helping configure workflows, validate data, and ensure customers have what they need to get up and running.</li> <li class="whitespace-normal break-words pl-2">Communicate clearly and professionally with customers when surfacing findings, flagging issues, or walking them through process changes.</li> <li class="whitespace-normal break-words pl-2">Help identify at-risk accounts through data signals and collaborate with the CS team to take proactive action.</li> </ul> <p class="font-claude-response-body break-words whitespace-normal leading-[1.7]"><strong>Analysis &amp; Reporting</strong></p> <ul class="[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3"> <li class="whitespace-normal break-words pl-2">Analyze support ticket trends, response times, resolution rates, and customer feedback to identify recurring issues and root causes.</li> <li class="whitespace-normal break-words pl-2">Build and maintain dashboards and reports that give the CS team visibility into support health and customer satisfaction.</li> <li class="whitespace-normal break-words pl-2">Track and maintain SLA metrics; flag breaches and recommend process improvements.</li> <li class="whitespace-normal break-words pl-2">Synthesize qualitative and quantitative signals to produce regular reports for internal stakeholders.</li> <li class="whitespace-normal break-words pl-2">Collaborate with Product and Engineering to surface patterns and prioritize fixes based on customer impact.</li> </ul> <p class="font-claude-response-body break-words whitespace-normal leading-[1.7]"><strong>Operations &amp; Process</strong></p> <ul class="[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3"> <li class="whitespace-normal break-words pl-2">Help design and improve support workflows, documentation, and self-serve resources for customers.</li> <li class="whitespace-normal break-words pl-2">Maintain a clean, well-organized ticketing system.</li> <li class="whitespace-normal break-words pl-2">Create and maintain internal playbooks, FAQs, and customer-facing help content.</li> </ul> <h1><span style="font-size: 12pt;">What We Think You Need to Be Successful</span></h1> <p>We're open to candidates who don't check every box — outlier candidates who show genuine passion and potential are always welcome.</p> <ul> <li>1+ years of experience in a customer support, customer success, or operations role in a B2B SaaS environment.</li> <li>Strong analytical skills — you're comfortable working with data, building spreadsheets or dashboards, and drawing conclusions from messy information.</li> <li>Excellent written and verbal communication — you can explain complex things simply and professionally to customers.</li> <li>High attention to detail and strong organizational skills; you're the kind of person who closes the loop and follows up.</li> <li>Customer-first mindset — you genuinely care about the people you're helping and take their problems seriously.</li> <li>Comfort navigating ambiguity in a fast-paced, high-growth startup environment.</li> </ul> <h1><span style="font-size: 12pt;">Bonus Points</span></h1> <ul> <li>Experience in ad tech, retail media, or marketplace platforms.</li> <li>Basic SQL or data querying skills.</li> <li>Experience working cross-functionally with Product and Engineering teams.</li> <li>Fluency in Spanish or Portuguese (a plus given our global customer base).</li> </ul> <h1><span style="font-size: 12pt;">What We Value</span></h1> <ul> <li><strong>Deep dive into details</strong> — Not content with surface-level answers. You dig into root causes and find optimal solutions.</li> <li><strong>Team first</strong> — Low need for individual recognition, always prioritizing collective results over personal credit.</li> <li><strong>Thriving with ambiguity</strong> — Exceptional ability to tackle open-ended problems in unstructured environments.</li> <li><strong>Adaptability</strong> — Willingness to learn, mentor, lead, and follow as the situation demands.</li> <li><strong>Urgency</strong> — A disproportionate sense of urgency in execution, while keeping scalability in mind for long-term success.</li> <li><strong>Curiosity</strong> — Genuinely curious individuals who can quickly learn difficult concepts and apply them effectively.</li> </ul><div class="content-conclusion"><p>Do you sound like the right fit? Let's dive right in!&nbsp;</p></div>