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Topia is looking for a Customer Success Manager based on the East Coast of the US to be part of delivering best-in-class solutions to our customers. The Customer Success team is the face of our company to our customers and likewise the voice of our customers within Topia; it is essential that we deliver exceptional, engaging service in addition to being fierce advocates for our customer’s needs within our organization.
You will be an experienced relationship manager who excels at establishing rapport and managing diverse stakeholders across multiple offices and time zones. You will learn about your customers’ needs and advise them on how to best leverage Topia technology and services to achieve their goals.
The ideal candidate functions as a strategic business partner, able to collaborate effectively to get things done while enabling an excellent customer experience in a fast-paced and changing environment. They will have a consultative mindset and use their expertise as a dedicated customer advocate, ideally coupled with experience working in, or with, HR, Mobility, Travel, or Compliance to support our customers’ objectives and successes. A highly customer-centric, responsive, and proactive approach with incredible attention to detail is required. This position will report into our Director of Customer Success and needs to be based in the East Coast timezone.
Responsibilities
- Own the success of a portfolio of customers from post-sale through implementation and delivery, including adoption, retention, renewal, and expansion
- Develop ‘trusted advisor’ relationships with key stakeholders to ensure full understanding of the customer's business strategy, culture, and metrics for success
- Consult and partner with customer contacts to enable them to achieve their global mobility, talent, and business needs, enabling them to understand how Topia can help them achieve their goals
- Liaise with Product, Support, Sales, and Services teams to work through customer requirements and queries and provide high quality best practice solutions
- Serve as your customers’ advocate internally, collaborating cross-functionally to troubleshoot issues and ensure successful delivery
- Share customer feedback internally and act as a point of escalation for customers
- Prepare and conduct Business Reviews and Strategic Account Reviews
- Leverage deep customer knowledge to ensure customers receive value from Topia’s products and services
- Own the customer lifecycle post-onboarding, including renewal and upsell
- Work closely with sales to identify customer growth opportunities and help to champion value of various product offerings customers may not currently be utilizing
- Develop strategic customer success plans to identify goals for each account
- Partner with customers and colleagues to follow through, track progress and manage outcomes
Desired skills & qualifications
- Account or Customer Success Manager with demonstrated experience of engaging and influencing people towards successful and collaborative outcomes
- Strong customer focus, account management and project management skills Influencer with strong, professional verbal and written communication skills with effective ‘storytelling’ presentation skills with value messaging, who is able to work across functions to ensure quality delivery for clients
- Proven experience of driving renewals and / or upsell opportunities across a range of products
- Can adapt quickly to a changing environment and assimilate to new knowledge and technologies
- Experience of working collaboratively to achieve successful outcomes
- Analytical, organized, and detail-oriented; able to analyze data, detect trends and draw insightful recommendations that align to needs and goals
- Knowledge of Global Mobility policies and practice a plus
- Fluency in French a plus
- Salesforce experience a plus
$90,000 - $120,000 a year
At Topia, we ground ourselves in being equitable, fair, and treating employees as people, not numbers. Our total rewards and pay practices are centered around these principles as well.
Base compensation ranges are intentionally broad to cover a variety of levels and locations. Position within the range will be determined by location, experience, and skill set. Our culture is one of open and honest communication so you can expect to have a conversation with a member of the People & Culture team about your compensation expectations early on in the recruiting process.
Employees at all levels and locations are also eligible to participate in our corporate bonus plan with an annual bonus target percentage and to receive stock options. These amounts are not included in the above listed base compensation range.
Full and part-time employees based in the U.S. are entitled to the below benefits:
- Comprehensive health insurance including coverage for medical, dental, vision, life, accidental death & dismemberment, and short and long term disability. Enrollment in buy up, pre-tax savings accounts, and voluntary plans is also available.
- 40 paid days off per year. This includes 25 days of accrued Paid Time Off, 10 company paid holidays, 4 days of Volunteer Time Off, and 1 Floating Holiday to take for whatever day or celebration is personally meaningful to you.
- 8 weeks of fully paid Parental Leave offered globally for all new parents, plus an additional 8 weeks of Pregnancy Leave for birthing parents.
- Flexible working arrangements including an established Remote Work Policy and no in-office requirements.
- 401(k) plan including both traditional pre-tax and Roth options.
About Topia
At Topia, we expand horizons to transform the future. As part of a mission and values-driven culture, employees have autonomy, opportunities for growth, and the ability to directly impact our business.
We also offer competitive perks and unique experiences. While each country has its own specifics, our global offerings include:
- Generous time off including paid volunteer time, recharge days, and floating holidays
- Comprehensive health benefits
- Competitive base salary, bonus, and equity packages for all levels
- Flexible working arrangements
- Opportunities to connect and learn from teammates around the world, including virtual FriYAYs, Town Halls, and employee-driven programs
- Diversity, equity and inclusion initiatives including Fireside Chats, Mutual Mentor program, book clubs, and annual surveys to track progress and gather feedback
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