Pro Success Team Manager

🔥 2 hours ago

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

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

• Lead and coach a team: Manage 8-10 Success Specialists responsible for retention, satisfaction, churn prevention, and growth. • Churn prevention: Use health signals and reporting to identify risk; coach your team on recovery tactics and ensure follow-through. • Drive product satisfaction: Ensure pros understand and adopt high-impact features; provide feedback loops to Product for improvement. • Renewals and expansion: Support your team in executing renewals and identifying upsell opportunities with structure and consistency. • Data-driven leadership: Monitor metrics (NRR, GRR, churn rate, CSAT, adoption, TTV); use insights in 1:1s and team reviews to drive performance. • Process excellence: Implement playbooks for onboarding, adoption, renewal, and QBRs; identify process gaps and propose fixes. • Cross-functional collaboration: Partner with Product, Marketing, and Sales to communicate Pro feedback and influence improvements. • Talent development: Conduct regular coaching sessions, monitor progress toward goals, and celebrate wins that model Thumbtack's values. • Pro advocacy: Encourage Pros to share success stories and promote Thumbtack through testimonials and case studies.

🎯 Requirements

• 8+ years of experience leading Customer Success, Account Management, or similar post-sales organizations in a B2B, SaaS, or marketplace environment. • 3+ years of experience leading Sales teams with quotas and KPIs and managing or mentoring customer-facing teams. • Experience with account relationships and growth management of large strategic clients and enterprises. • Strong track record managing performance, workflows, and outcomes across multiple time zones. • Ability to adapt coaching and communication styles across cultural norms while maintaining clarity and accountability. • Proven success driving retention, satisfaction, and revenue results across measurable KPIs (NRR, GRR, churn rate, CSAT/NPS). • Strong analytical skills and comfort using CRM and CS tools (Salesforce, ChurnZero/Gainsight, Looker/Tableau, Google Sheets). • Excellent communication and influencing skills across teams and customer segments. • Demonstrated AI literacy — able to leverage tools and insights to optimize customer engagement and internal efficiency. • Experience developing talent remotely, including feedback, upskilling, and building trust with offshore teams. • Strong operational mindset with comfort using data to diagnose issues, drive decisions, and measure improvement. • History of navigating change management across global teams, ensuring alignment and adoption of new processes. • Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity

🏖️ Benefits

• Thumbtack embraces diversity and provides equal opportunity • Reasonable accommodation for individuals with disabilities • No discrimination based on sex, race, color, age, pregnancy, sexual orientation, gender identity or expression, religion, national origin, ancestry, citizenship, marital status, military or veteran status, genetic information, disability status, or any other characteristic protected by federal, provincial, state, or local law