Customer Success Manager

🔥 7 minutes ago

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Thumbtack

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏪 Marketplace

☁️ SaaS

💰 $75M Debt Financing - Thumbtack on 2024-07

Marketplace • SaaS

Thumbtack is an online marketplace that connects homeowners with local service professionals for home maintenance, repairs, remodeling, and other home projects. The platform lets customers describe projects in their own words, browse local pros across many trades (e. g. , cleaners, handymen, plumbers, electricians, painters, HVAC, contractors, landscapers), view reviews and cost estimates, message pros without sharing contact details until messaging, and offers a guarantee up to $2,500 if a job isn't done as agreed. Thumbtack provides consumer-facing apps and a separate pro-focused experience with resources, community, and tools for professionals to manage leads and reviews. It covers every county in the U. S. and emphasizes project guides, cost guides, and home maintenance plans.

📋 Description

• Oversee a team of 8–10 Success Associates and the revenue goals tied to each. • Advocate for the team and support growth and expansion of customers' requests. • Manage a team serving top customers in high-demand Thumbtack areas to drive long-term retention and growth. • Coach associates to understand customer project goals, needs, and challenges and help customers obtain full value from Thumbtack. • Create thoughtful recognition moments for customers. • Provide education, actionable advice, useful content, and clear communication to associates. • Become an expert on the Thumbtack product and articulate how it helps customers complete home projects. • Bridge customers, professionals, and Thumbtack while providing product feedback to internal product teams. • Lead a revenue- and sales-focused experience for agents aligned with company goals.

🎯 Requirements

• Background with revenue- and growth-driving teams. • Minimum 2+ years of experience in customer success, sales, account management, consulting, leadership, or similar customer-facing roles. • Demonstrated ability to manage a portfolio of accounts, build strong customer relationships, and deliver customer-centric solutions meeting defined KPIs. • Technology enthusiast, positively curious, and eager to build and learn. • Proven ability to manage, utilize, and prioritize time and effort. • Ability to work cross-functionally within an organization to drive results. • Exceptional verbal and written communication. • Sales, Success, or GTM leadership focused on revenue-driving teams. • Experience working for a company offering services through an online marketplace. • Salesforce or similar CRM experience. • Ability to quickly learn and incorporate industry- and vertical-specific jargon in customer communication. • Must currently reside anywhere in the Philippines and be authorized to work there.