At Topanga.io, our mission is to build regenerative systems that empower people, brands, and organizations to participate in responsible consumption. In action, Topanga helps divert waste from landfills and maximize the usefulness of our natural resources for a happier and healthier planet. Our platform helps businesses switch from single-use to reusable packaging, effectively eliminating waste while driving economic ROI. We accomplish this through our innovative track-and-trace technology and supporting suite of products and services. TL;DR: We're a climate tech company building the future of supply chains and consumption.

As a team, we're passionate about solving hard problems. Through questioning, disagreement, and ultimate commitment to the chosen direction, we not only believe we will end up in a better place but that the journey will be more rewarding for all involved. We are fiercely objective and seldom dogmatic.

We encourage each other's pursuit of hobbies 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.

Our Values

• Be quick but don’t hurry: We’re scrappy and we know when to push forward, we strive for the best without letting perfection get in the way of progress. We always take pride in the quality of our work.
• Communicate with Candor: We communicate proactively, honestly, and directly whether it is 1:1, across Topanga teams, or with external stakeholders.
• Disagree and Commit: While we always come to the table with strategic opinions, we’re open to changing our perspective. Once we’ve come to a conclusion, we rally behind our team to get it done.
• Freedom with responsibility: As teammates, we prioritize hitting our objectives. We have the freedom to achieve goals in a way that fulfills us.
• Design for reuse: We’re intentional with what we produce. We aim for the outputs of our daily efforts to be reusable.
• Blaze the trail but bring a compass: We’re not afraid to innovate and design new ways to solve a problem. We know the best innovation is purposeful.

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 bring reusable packaging programs to life!

This role is a good fit for someone with account management and program management experience, who enjoys being customer-facing and has excellent communication skills. The CSM will be communicating program details and data point with senior-level operators, training operations managers and ground operators, and troubleshooting issues for our end users. To this point, the right candidate should be comfortable and confident explaining our product suite to an array of 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 along with that is a must.

You should know how to balance the needs of the client 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 navigating ambiguity and rolling up your sleeves to get the job done - we are a startup after all!

Responsibilities

• 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
• Assist with the end-user troubleshooting and support to ensure a positive program experience and provide internal and client-facing program feedback
• Foster relationships that result in eagerness to expand the reusable program, increase participation and act as a reference for further growth
• 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

Note that there will be some travel required for this role

What you should expect

You should expect Topanga.io to be an early-stage technology company with promising product market fit. You should expect a strong sense of mission and direction accompanied by constant testing and iteration. You should expect priorities to be well communicated but subject to change. You should expect opportunities to innovate and explore new paths to be abundant if you want to pursue them.

You should expect Topanga.io to be a remote-first distributed team that strives to compensate above market for the given role and stage of the company regardless of where you call home. You should expect an unlimited PTO policy and a culture that promotes using at least three continuous weeks every year. (Yes, 12-days camping with no cell service is encouraged. Fresh air is good for us). We sign off earlier on Fridays, observe long weekends, and respect that some days you wake up and your head isn't in it. You should expect some amount of travel in this role to be onsite for client onboarding and implementation.

You should expect to be challenged and maybe even frustrated. But you should also expect an organization that wants to hear about it, understand it, and work to avoid it.