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Delivery Manager Team Lead, Customer Success - US-Based
Now hiring

Delivery Manager Team Lead, Customer Success - US-Based

About Toptal

Toptal is a global network of top talent in business, design, and technology that enables companies to scale their teams, on-demand. With $200+ million in annual revenue and team members based around the globe, Toptal is the world’s largest fully remote workforce.

We take the best elements of virtual teams and combine them with a support structure that encourages innovation, social interaction, and fun. We see no borders, move at a fast pace, and are never afraid to break the mold.

Job Summary:

As a Delivery Manager Team Lead, you will play a crucial role in leading and managing a team of Customer Success Managers at Toptal. Working closely with the Sales, Practices, and Alliances teams, you will be helping qualify and secure new clients, expanding the Toptal Teams portfolio, and catering to both small and medium-sized businesses (SMBs) and enterprise clients. You will provide guidance, support, and leadership to the Customer Success Managers within your team. You will coach and mentor them, helping them develop their skills and achieve their goals. Your expertise and leadership will be instrumental in driving the success of Toptal’s Customer Success department.

To excel in this leadership position, you should have a strong background in account and relationship management across SMB and Enterprise clients, as well as a solid understanding of software development using Agile methodologies. Collaborating with Toptal Talent team members and internal stakeholders, you will effectively scope projects, plan resources, and ensure client satisfaction. Reporting to a Director of Delivery, you will not only manage your own portfolio of clients but also be accountable for driving the team’s performance. You will ensure that the Customer Success Managers meet their targets and deliver exceptional customer experiences. Your management skills and ability to inspire and motivate the team will be key to their success.

This is a remote position. However, we require applicants and the person in this position to reside in-market. Applicants must be authorized to work in the US at the time of hire. Resumes and communication must be submitted in English.

Responsibilities:

The following information is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all duties, responsibilities, or required skills.

  • Lead and manage a team of Customer Success Managers, ensuring they establish and maintain strong relationships with clients, acting as their primary point of contact and advocate within the organization.
  • Understand clients’ goals, objectives, and challenges, and provide guidance and support to ensure successful delivery of their projects.
  • Collaborate with clients to define project requirements, scope, and timelines, ensuring alignment with their business objectives.
  • Offer expertise and guidance on best practices, industry trends, and potential solutions to help clients achieve their desired outcomes.
  • Provide ongoing support and guidance to Customer Success Managers, addressing any concerns or issues that may arise during client engagements.
  • Conduct regular check-ins and status updates with Customer Success Managers to gather feedback, assess satisfaction levels, and identify areas for improvement.
  • Collaborate with internal teams to resolve any client issues or escalations, ensuring timely and effective resolution.
  • Act as a bridge between the client and internal teams, facilitating communication and ensuring alignment on project goals and expectations.
  • Provide strategic recommendations and insights to Customer Success Managers based on their clients’ business objectives and industry knowledge.
  • Identify opportunities for upselling or cross-selling additional services or products to existing clients, based on their needs and priorities.
  • Monitor client satisfaction and retention rates, taking proactive measures to enhance client loyalty.
  • Stay updated on industry trends, competitor activities, and emerging technologies to provide valuable insights and recommendations to Customer Success Managers.
  • Collaborate with the Sales team on contract renewals, negotiations, and extensions, ensuring a smooth transition and continued partnership.
  • Provide regular reports and updates on client relationships, satisfaction levels, and feedback to the Customer Success Managers.
  • Accomplish work objectives through leading and supervising other Toptal team members within the Delivery function and Customer Success subfunction.
  • Establish objectives and initiatives for the team, recommend the team’s structure and jobs, and organize, assign, delegate, oversee, and monitor work.
  • Coach and mentor team members, provide feedback, conduct performance reviews, and implement performance improvement plans, if needed.

In the first week, expect to:

  • Complete the onboarding process and integrate into Toptal, familiarizing yourself with the company’s culture and operations.
  • Meet colleagues from Sales, Talent, and Operational teams to start your onboarding journey and build internal relationships.

In the first month, expect to:

  • Gain a deep understanding of the responsibilities and role of a Customer Success Manager.
  • Establish and conduct 1:1 meetings with your individual team members.
  • Familiarize yourself with Toptal’s client base, industry verticals, and range of services.
  • Establish relationships with key internal stakeholders and team members.
  • Collaborate with the team to understand project requirements and goals.
  • Learn from experienced Client Success Managers to understand their strategies and best practices.

In the first three months, expect to:

  • Take ownership of managing internal processes and supporting the team.
  • Lead internal meetings and oversee project initiation processes.
  • Collaborate with the team to define project scope, objectives, and timelines.
  • Address any internal concerns or issues to ensure smooth operations.
  • Provide strategic guidance and recommendations to the team based on business objectives.
  • Establish yourself as a trusted advisor and advocate within the organization.
  • Mentor and support team members, providing guidance and development opportunities.

In the first six months, expect to:

  • Successfully support the team in delivering multiple projects, ensuring high-quality outcomes.
  • Continuously monitor and evaluate project progress, making necessary adjustments for success.
  • Identify opportunities for improving internal processes or services.
  • Collaborate with internal teams to address any operational issues.
  • Foster strong relationships with team members, promoting collaboration and productivity.
  • Provide ongoing mentoring and coaching to team members, helping them develop their skills and capabilities.
  • Encourage a positive and motivating work environment, fostering growth and professional development.

In the first year, expect to:

  • Build a strong team portfolio of successful internal projects, demonstrating value to the organization.
  • Develop a deep understanding of the industry landscape and trends.
  • Continuously refine and improve internal management strategies and processes.
  • Contribute actively to the growth and success of the Customer Success team.
  • Mentor and support junior team members, sharing your knowledge and expertise.
  • Play a key role in driving the overall success and growth of Toptal’s Customer Success function.
  • Establish yourself as a trusted and influential leader within the team, fostering a culture of continuous learning and development.

Qualifications and Job Requirements:

  • Bachelor’s degree is required.
  • 8+ years of cumulative experience in either Account or Relationship Management roles, showcasing a profound understanding of client needs and fostering positive relationships.
  • Successful experience working in an Enterprise environment, demonstrating the ability to navigate complex organizational structures and meet the unique needs of large-scale clients.
  • 3+ years of experience in a software consulting or sales role, demonstrating proficiency in navigating the software project management life cycle.
  • Proven track record as a successful Customer Success team leader within a rapidly growing professional services organization.
  • Experience managing account portfolios, displaying expertise in handling multiple client relationships.
  • 2+ years of management experience, including overseeing direct reports, fostering a strong team culture, and driving team performance to excellence.
  • Comprehensive ability to quickly understand client intent/needs and convert them into actionable material and detailed content for sales proposals or client calls.
  • Strong team working skills and experience in managing stakeholders across geographically dispersed virtual teams.
  • Strong interpersonal and negotiation skills, enabling effective communication and collaboration with clients and internal team members.
  • Excellent written and verbal communication skills, allowing you to convey ideas and information clearly and effectively.
  • A strong knack for establishing and growing strong working relationships with clients and internal team members.
  • Experience working with distributed teams, including the ability to work effectively as a remote member of a dynamic, distributed team with tight deadlines.
  • Exceptional organizational and leadership skills, allowing you to effectively manage and lead a team.
  • Self-motivation, quick-thinking, and the ability to thrive in a fast-paced work environment.
  • Ability to work in a fast-paced, rapidly growing company and handle a wide variety of challenges, deadlines, and a diverse array of contacts.
  • You must be a world-class individual contributor to thrive at Toptal. You will not be here just to tell other people what to do.

Essential Job Functions

  • Regularly and reliably attend scheduled virtual team meetings on camera.
  • Work independently with minimal supervision.
  • Use all required digital collaboration tools.
  • Prioritize and self-manage workflows and deadlines.

US FLSA Classification: Full-Time/Exempt


The US-based salary range for this full-time position is $135,000- $175,000 per year. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

This position is also eligible to receive a discretionary bonus.

Applications are accepted on an ongoing basis. Please note that the US-based salary range does not include the value of Toptal’s benefit offerings. In the US, Toptal’s benefit offerings include participation in a 401(k) retirement plan; medical, dental, and vision health insurance plans; basic life insurance coverage and short-term and long-term disability coverage; access to flexible spending, dependent care, and health savings accounts; access to telehealth virtual doctors; an employee assistance program; and flexible paid time off.

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Who You Will Work With

Christy Schumann

Christy Schumann

Chief Customer Officer

As Toptal’s Chief Customer Officer, Christy is responsible for the relationship between Toptal and its customers. She oversees sales and client services in order to deliver an exceptional experience at each stage of the customer journey. Prior to Toptal, Christy spent more than a decade in management consulting at Bain & Company, and she later joined Rackspace as General Manager of their cybersecurity business. Christy earned a BS in Computer Science and Electrical Engineering from the Massachusetts Institute of Technology and an MBA from Columbia Business School.

Matt Kroon

Matt Kroon

VP of Enterprise

After joining Toptal as VP of Talent Matching in February of 2020, Matt Kroon moved to VP of Enterprise, where he oversees the sales and client service teams and is responsible for growing Toptal's relationships with its largest customers. Across multiple industries, Toptal is helping global leaders to identify and solve cutting-edge problems through access to its talent network. Before Toptal, Matt led the Customer Success team at Granicus, a high-growth SaaS company, and worked as a strategy consultant at Bain & Company. He holds a BA in History from Yale University and an MBA from Harvard Business School.

Stephanie Currier

Stephanie Currier

AVP of Delivery

As Toptal's AVP of Delivery, Stephanie leads a team of Delivery Managers who work with global clients to curate fully-managed project teams of top talent. Toptal Projects' engagements range from mobile application development to automation of full legacy systems and beyond. Stephanie specializes in Agile software development best practices and IT consulting, having begun her career at ThoughtWorks and subsequently worked in startups in eCommerce, Fintech, and Entertainment. Stephanie holds a Bachelor of Music and a Bachelor of Arts degree from Northwestern University as well as a Master of Science in Engineering Management from Clarkson University.

View the Whole Team

Working at Toptal

We're changing the way the world works. Toptal is not only a place to progress your career and design your own lifestyle, but also a company where you'll learn how to develop innovations that push business and technology forward.
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Agency to create real impact, co-workers who support and challenge you, a work environment designed for high performers, and a powerful mission that seeks to change the future of work; I never thought I would find a company that had them all. I am so glad I made the decision to join Toptal.

Kimberly Hall

VP of Customer Operations