Client Success Manager

About Topanga

At Topanga, we’re transforming kitchen operations with AI-powered solutions that help leading commercial kitchens waste less and save more. Our products, including the award-winning ReusePass program and StreamLine, a food waste mitigation and workflow automation tool, are used by industry leaders to drive measurable impact and cost savings. Win. Win.

We’re an early-stage technology company with product-market fit, entering our next phase of explosive growth. We have a strong sense of mission and direction, accompanied by constant testing and iteration.

Our team is a passionate mix of technologists, foodies, designers, and problem solvers who believe that building efficient systems can create a future of abundance. We’re passionate about solving hard problems—through questioning, debate, and ultimately committing to a shared direction, we create solutions that matter.

What to Expect

Today, we're a remote-first team with a main office hub in LA, where the team goes in 2-3 days per week. The rest of our team is distributed across the U.S., with a growing presence in NYC. We strive to compensate and offer benefits that are above market for the given role and stage of the company. Pay may be a combination of salary, commission, and/or equity depending on role and seniority. Full time employees are eligible for health benefits and 401k enrollment.

You should expect an self-regulated PTO policy and a culture that promotes using at least three continuous weeks every year. (Yes, 12 days of camping with no cell service is encouraged—fresh air is good for us). We sign off at 2:30 p.m. on Fridays, observe long weekends, and respect that some days, you wake up and your head just ain’t in it.

We encourage each other's pursuit of hobbies, passions, and experiences outside of work. We acknowledge that careers tend to be zig-zags, not straight lines. This is great as long as the time spent working is fulfilling. Basically, our jobs do not define us, but they can add purpose.

About the role

Topanga is looking for a Client Success Manager to join our small but mighty team! As a CSM, you’ll own the client relationship from on-boarding through implementation, launch and thereafter. The successful candidate will provide ongoing support to coordinate and prioritize clients’ needs, ensuring that they receive attentive assistance and are nurtured as they grow from new clients to long-standing experienced ones. As the key point of contact with the client, the CSM provides guidance and ensures that feedback is shared across our organization and incorporated into our product roadmap. As a CSM, you will work cross-functionally with sales, marketing and engineering to mitigate food waste and bring reusable packaging programs to life!

This role is a good fit for someone with account management and program management experience who enjoys being client-facing and strategically building relationships. The CSM will communicate program details and data points with director-level sustainability and dining managers, coordinate the program's next steps with marketing and IT teams, and train location supervisors and ground operators. To this point, the right candidate should be comfortable and confident explaining our product suite to various customer types. Bonus points for having worked in dining operations!

As a CSM at Topanga, you’ll need to be a creative and efficient problem solver - we are thoughtful but don’t let the details get in the way of growth. We’re looking for someone who will be proactive rather than reactive, ask questions and stay nimble. While we are a tech company, we work very closely with physical products and dining operations teams - understanding and loving the challenges that come with that is a must.

You should know how to balance the client's needs with those of the business and can wear many hats across customer operations. This role is a good fit for someone who is extremely organized and has strong project management skills - you should expect to manage multiple client launches at a time. Lastly, you should be comfortable upselling products and services, negotiating contracts and working with retention and ARR in mind.

• Onboard new clients and guide them through launch and awareness plans (This will include travel and onsite setup/training )
• Own the client experience through the full life-cycle of onboarding and beyond
• Own internal performance reporting and understand the levers to grow programs and improve key metrics
• Be a trusted client advocate who will work on their behalf to ensure they are successful with our solution
• Foster relationships that result in eagerness to expand the reusable program, increase participation and act as a reference for further growth
• Own client retention and upsell Topanga products and services
• Partner with cross-functional teams to ensure client’s needs are being met, be it related to support, training or anything else that will impact their success
• Contribute to an ongoing effort to ensure client success tools and techniques are aligned with organizational goals

• We are a remote company, but EST is preferred for this role.
• There will be some travel required for this role