Manager II, Pro Success

🕒 July 28

🏄 California, New York, +1 more states – Remote

🏄 California – Remote 🗽 New York – Remote ☕ Washington – Remote

💵 $80.4k - $106.4k / year

⏰ Full Time

🟠 Senior

🔴 Lead

👔 Manager

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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

• Lead, coach, and develop a team of 10–12 Success Specialists, setting clear expectations, providing ongoing feedback, managing performance, and supporting career growth. • Drive team performance across customer retention, revenue, product adoption, customer satisfaction, quality, productivity, and operational metrics by establishing priorities, inspecting execution, and removing obstacles. • Analyze customer, team, and business performance data to identify trends, mitigate risk, improve forecasting, and coach strategies that deliver measurable customer and business outcomes. • Partner closely with Product, Marketing, Sales, Operations, and Analytics to surface customer insights, improve customer experiences, influence product enhancements, and drive operational improvements. • Build team capability by leading onboarding, coaching, quality calibrations, knowledge sharing, and the adoption of best practices that improve consistency and performance across the organization. • Lead the implementation and continuous improvement of customer success playbooks, AI-enabled workflows, operational processes, and scalable programs that increase efficiency and improve customer outcomes. • Foster an inclusive, high-performing team culture that embodies Thumbtack's values while maintaining accountability, collaboration, and a relentless focus on customer success.

🎯 Requirements

• 8+ years of experience in Customer Success, Account Management, Consultative Sales, or post-sales leadership within a B2B, SaaS, marketplace, or technology environment. • 3+ years of experience leading high-performing, metrics-driven customer-facing teams with demonstrated success managing performance, developing talent, and delivering business results. • Proven success driving customer retention, revenue growth, customer satisfaction, and operational excellence through data-informed decision making and effective coaching. • Experience building high-performing teams through hiring, onboarding, coaching, performance management, and career development. • Demonstrated ability to influence cross-functional partners and drive operational improvements through customer insights, data analysis, and collaborative problem solving. • Strong analytical, communication, and leadership skills with experience using CRM platforms, customer success technologies, business performance metrics, and AI-enabled tools to improve team effectiveness and customer outcomes. • Ability to thrive in a fast-paced, evolving environment while balancing customer advocacy, business priorities, and organizational change.

🏖️ Benefits

• Thumbtack embraces diversity • Equal opportunity workplace and do not discriminate