SMB Account Manager

About the job

This is a fully remote job, open to people in Canada.

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:

Our Account Managers grow and retain Toptal’s small- and medium-sized business clients. You will own a book of high-value SMB accounts, become a trusted advisor to each client, and proactively expand each relationship across Toptal’s full portfolio, including specialized talent, global hiring and payroll through HireGlobal, and our AI-driven, platform-powered, outcome-focused services offerings.

This is a high-energy, consultative growth role. You will look beyond the transactional request to understand the business problem behind it, identify needs the client has not yet voiced, and build account plans that turn one successful engagement into a broader partnership. Excellence in this role means asking better questions than the clients expect, keeping every engagement healthy, and consistently turning insight into expansion revenue.

You will own the full client lifecycle. You will be the primary point of contact for your accounts, guide clients through active projects, resolve issues before they stall decisions or put the relationship at risk, and know when to bring in specialists for deeper expertise. You will work closely with Talent Operations, Delivery, HireGlobal, and Toptal’s services experts to deliver an exceptional experience while driving growth.

Our ideal candidate is ambitious, competitive, driven by client service, and pairs that drive with genuine curiosity about how businesses work. If you want to build real consultative selling skills in a fast-paced environment and be recognized for the growth you create, this is the team you want to be part of.

This is a remote position. We do not offer visa sponsorship or assistance. 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.

• Own the Portfolio: You are the dedicated advisor and primary point of contact for a portfolio of SMB accounts, accountable for their retention, growth, and success. You exercise discretion and independent judgment in how you prioritize and grow each account.
• Discovery and Diagnosis: You run insight-driven conversations with clients to understand the business objective behind each request, assess account health, and uncover challenges Toptal can solve. You earn the right to recommend before you recommend.
• Account Planning: You build and execute proactive account plans that connect each client’s business goals to the right Toptal offering, with clear next steps, timing, and expansion targets.
• Portfolio Selling: Clients rarely arrive with their full set of needs articulated. You expand accounts across Toptal’s full portfolio, including specialized talent, HireGlobal for global hiring and payroll, and our AI-driven, platform-powered services offerings, positioning Toptal as a strategic partner rather than a single-transaction talent vendor.
• Qualify, Manage, and Win Expansion: You own expansion from identification through qualification, proposal, negotiation, and close across departments, projects, and offerings. You explain why the relevant offering fits and address concerns, bringing in teammates as subject-matter experts for specialized offerings and working with internal specialists and experts for solution expertise and scoping. You own the client relationship. You maintain accurate pipeline and forecast data in Salesforce (SFDC).
• Uncover Value Early: You monitor demand signals and platform data to offer “uncovered value,” identifying needs before the client voices them, and you use outreach and engagement campaigns, including Salesloft cadences, to educate clients on Toptal’s full breadth of services.
• Own the Client Experience: You own the client relationship and the client’s experience of every engagement, from kickoff onward. You stay close to active work, address concerns with a client-first mindset, and partner with Talent Operations and Delivery, who execute the work, to keep engagements on track so that retention is earned through results.
• First Line of Defense: You are the first to respond when a client raises an issue, resolving smaller concerns yourself and escalating to Client Experience when an issue needs more than you can solve on your own. You partner with Talent Operations, Delivery, HireGlobal, and services experts to bring the right expertise into an account at the right moment. Communicating clearly over Zoom and Slack is critical.
• Growth and Development: Our SMB team improves individually and as a team. You review your own calls, seek and act on feedback, and contribute what you learn back to the team.

In the first week, expect to:

• Onboard and integrate into Toptal.
• Learn Toptal’s model, our team members, and our story.
• Meet colleagues across Customer, Talent Operations, Delivery, and HireGlobal to begin your onboarding journey.
• Listen to recorded client calls and identify what the Account Manager did well and what they missed.

In the first month, expect to:

• Complete our personalized sales and vertical-specific training, demonstrating fluency in our full range of talent, HireGlobal, and services offerings, including mock calls and role-play scenarios.
• Begin joining client calls, learning who the business partners are on both sides of each relationship and where Toptal can help them grow.
• Review and prioritize your portfolio, and draft an initial account plan for each of your accounts.

In the first three months, expect to:

• Complete all onboarding and portfolio transitions, and establish yourself as the primary point of contact for your accounts through introduction and discovery calls.
• Establish a working cadence with key clients and with the team members supporting those accounts, while exercising discretion and independent judgment. Run account health check-ins that surface at least one new business need beyond the client’s original request.
• Build a qualified expansion pipeline across your portfolio based on priority account plans with consistently high-performing call-quality metrics and accurate forecasts maintained in SFDC.

In the first six months, expect to:

• Execute your account plans and consistently meet or exceed your defined revenue and expansion metrics, with a clear pattern of organic growth across your portfolio.
• Expand the scope of engagements to include new departments, projects, and offerings, including HireGlobal and services opportunities.
• Identify where expansion opportunities lose momentum and improve your follow-through using evidence from your own work.

In the first year, expect to:

• Demonstrate portfolio net revenue growth through sustained retention and expansion performance, with a consistent qualified pipeline of new opportunities across your accounts.
• Be a trusted advisor to your clients, and a reference point for the team on maintaining forecast accuracy, account planning excellence, and on positioning the full Toptal portfolio.
• Mentor new team members, sharing best practices on Toptal’s model and on moving from transactional to consultative account management.
• Position yourself for senior-level partnership responsibilities.

Qualifications and Job Requirements:

Required Qualifications