TOPS is looking for aCustomer Success Manager to join our team!

Do you thrive in roles where you get to talk to people all day? Our Customer Success Manager position is meant for a born persuader, someone who succeeds by building strong relationships and problem solving on their customer’s behalf. Your enthusiasm, focus on people, and need for challenging, yet rewarding work will help make you the perfect fit for our customer success department.

TOPS Software is in a period of rapid growth our premier SaaS product, TOPS [ONE], is an industry leader that we are proudly and successfully scaling this year (and the next!)

Our team of customer success managers are described as close knit and supportive, reporting directly to our very involved Director of Customer Success. This is a full-time, salaried role with opportunities to work fully remote.

Who will love this job

• Someone who wants to be the voice of the customer, navigating internal processes with Product and Support on their behalf
• Someone who values independent work processes
• Someone who is a born influencer, thriving on presentations and taking the lead on opportunities to add value

What you’ll do

• Manage relationships with key stakeholders across priority accounts to drive additional product adoption
• Create strategic use cases to inform Product team of customer requests
• Identify upsell opportunities to maximize customer growth and avoid churn
• Develop strategic cross-suite use cases to educate customers on the full value and drive customers to achieve greater value out of utilizing the entire product suite
• Plan, present, and effectively lead executive business reviews with clients to inform them about their ROI through using our software

You should have

• Required: at least 3 years in a customer success position and experience supporting a SaaS product
• Preferred: experience with a CRM software (we use Salesforce) and Microsoft Office
• Proven experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals
• Excellent interpersonal and communication skills, both written and verbal
• Demonstrated ability to drive continued value for customers
• Willing to travel on an occasional basis, as needed

Why TOPS

Our team is changing the face of the HOA Property Technology space as a trusted industry leader for over 30 years. Today, our products enable over 1,500 of the highest-caliber property management companies in the world to grow and protect their organizations. We are a five-time winner of FLCAJ’s Readers Choice Awards for our solutions and support.

As a four-time winner of Tampa Bay’s Top 100 Workplace, our approach to work is proactive, collaborative, and committed. Our team of 140 are truly passionate about creating a best-run company internally just as we create best-run Property Management Companies for our customers. Learn about our Core Values here.

We offer a full slate of benefits, including competitive salaries, medical (including a $0 option for employees), dental, vision, life and disability coverage, paid weeks’ vacation, paid holidays, tuition reimbursement, $1,000 employee referral program and a 401(k) plan. When possible, we also like to offer fun in-person perks like pet-friendly offices, paid food trucks and company outings.