SMB Client Partner

Job Summary

As a Client Partner for SMB, you will lead a portfolio of Toptal’s top SMB clients, serving as a strategic advisor and growth partner. This is a proactive, consultative role—not reactive or transactional. You’ll be expected to think creatively, uncover complex client needs, and deliver customized, high-impact solutions that drive measurable client success and fuel Toptal’s revenue growth. By leveraging consulting services and fully managed, end-to-end solutions, you’ll help organizations achieve their most critical business goals.

Notes

ResponsibilitieS: The following information describes the general nature of the work. It is not intended to be an exhaustive list of all duties, responsibilities, or required skills.

Responsibilities

• Own and drive the growth, retention, and success strategy for a portfolio of high-value SMB accounts, serving as the primary point of contact and trusted advisor.
• Develop and execute comprehensive, insight-driven quarterly account plans that align client objectives with Toptal’s capabilities, positioning our offerings as critical to their success.
• Lead strategic, solution-oriented conversations with clients in partnership with Industry & Category General Managers, Practice Leaders, and Delivery teams.
• Identify client needs and design tailored service offerings—ranging from individual consulting engagements to fully managed, end-to-end offerings—that deliver measurable outcomes.
• Craft and deliver custom, results-driven campaigns that elevate client engagement, highlight impact, and move account strategies forward.
• Serve as a trusted escalation point, managing complex issues and resolving disputes with empathy, urgency, and a client-first mindset.
• Partner cross-functionally to uncover new areas for expansion, surfacing opportunities and shaping proposals that drive long-term account growth.
• Collaborate closely with the SMB team to align on account expansion efforts and scale best practices across the broader book of business.
• Ensure data integrity and pipeline accuracy through diligent Salesforce (SFDC) management, including opportunity tracking, contact updates, and task execution.
• Maintain a pulse on client needs, industry trends, and evolving talent market dynamics to inform consultative conversations and reinforce Toptal’s position as a strategic partner.
• Act as a mentor and thought leader within the Client Services team, supporting junior team members and contributing to the ongoing evolution of our SMB strategy.

In the first week

• Onboard and integrate into Toptal.
• Meet colleagues in our Customer, Talent, and Operational teams to begin your onboarding journey at Toptal.

In the first month

• Complete our personalized sales training program, complete with mock calls and role-play scenarios.
• Begin Toptal’s vertical-specific training, getting familiar with the full range of offerings we make available to our clients.
• Start engaging in client calls, understanding the business partners involved in the relationship on both sides, and identifying where we can help partner companies grow.

In the first three months

• Complete introductory calls with the clients in your portfolio and establish or update account plans for each, while exercising discretion and independent judgment.
• Become a trusted advisor to your existing client stakeholders, engaging in consultative selling by leveraging technical and business expertise and asking insightful questions.
• Quarterback prospecting, closing, and managing activities on your accounts, from staffing projects to drafting SOWs to providing delivery oversight and ensuring client satisfaction, all while exercising discretion and independent judgment.
• Provide consultation or advice to management on policies and procedures, while exercising discretion and independent judgment.
• Establish relationships with existing delivery team members to monitor progress and align on client objectives.

In the first six months

• Broaden and deepen your buyer map, articulating Toptal’s capabilities and identifying where we can help new client stakeholders based on the strategy outlined in your account portfolio plan.
• Take Toptal’s presence on your accounts to the next level by introducing new capabilities and winning work away from established competitors.
• Provide advice and support for the planning of long-term or short-term business objectives or initiatives.

In the first year

• Have grown your network of senior client executives and materially increased Toptal’s footprint on your top accounts.
• Begin to mentor new members of the team, teaching them about Toptal, our model, and how to successfully grow their accounts.
• Continue to expand your pipeline and portfolio of accounts, accelerate growth in your region, and use the full suite of capabilities that Toptal has to offer.

Qualifications and Job Requirements

• Bachelor’s degree is required.
• 5–7+ years of experience in account management, client success, or strategic consulting—preferably in high-growth, client-facing roles within technology, staffing, or professional services environments.
• Demonstrated commercial acumen and a strong client-first mindset, with a passion for delivering meaningful business outcomes and driving growth.
• Proven ability to think strategically and solve complex problems, with a strong track record of identifying client needs and crafting innovative, mutually beneficial solutions.
• Consistent success in driving revenue expansion, strengthening client relationships, and improving retention through thoughtful, long-term account strategies.
• Experience in building and executing account plans that align client priorities with company objectives to unlock growth and measurable impact.
• Proactive in risk identification and mitigation, with a sharp focus on early churn signals and strategic interventions to retain at-risk accounts.
• Exceptional communication, storytelling, and presentation skills, with the ability to influence a broad range of stakeholders and deliver compelling, value-led narratives.
• Highly collaborative and effective at working cross-functionally with Sales, Delivery, Product, and Marketing teams to deliver cohesive client experiences and solutions.
• Proficient in CRM platforms (e.g., Salesforce) with a commitment to maintaining clean, reliable data that informs decision-making and forecasting.
• Ability to work in a fast-paced, rapidly growing company and handle a wide variety of challenges, deadlines, and a diverse array of contacts.
• Outstanding written and verbal communication skills.
• Strong time management and prioritization skills, with the ability to manage competing demands and thrive amidst complexity and ambiguity.
• Naturally proactive—a forward thinker who anticipates challenges, takes ownership of outcomes, and operates with a bias for action.
• Team-oriented and collaborative; you understand that success at Toptal comes through strong partnerships and shared accountability.
• Consistently maintain account hygiene across your book of business
• Collaborate with internal teams to scope proposals for new service offerings that align with client objectives and deliver high-impact outcomes.
• Regular or periodic travel to meet and engage with Toptal clients and customers both inside and outside of your geographic region.
• 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.