Success Manager

Overview

Join to apply for the Success Manager role at Thumbtack .

Thumbtack helps millions of people confidently care for their homes. Thumbtack is the app you need to take care of and improve your home — from personalized guidance to AI tools and a best-in-class hiring experience. We connect homeowners with local professionals for all project and service needs and are committed to empowering independent pros to grow their businesses.

About The Success Team
Thumbtack is the leading marketplace platform connecting customers with local professionals for all their project and service needs. We are a rapidly growing organization looking for highly motivated individuals to scale our success team. Our culture prides itself on diversity and inclusion and our mission is to empower independent pros to grow their businesses.

As a Pro Success Manager, you will lead outbound sales and success efforts, working with a team to drive pro satisfaction and usage while minimizing churn. You will coach your team in handling pro concerns through our users\' various channels (phone, chat, SMS, and email) using education, business partnering, and trust-building. The best Managers are able to coach and develop talent within their teams and are truly consultative with businesses in the home service industry. The ideal candidate has a proven track record in outbound sales with experience in recovery and expansion programs and can adapt the sales approach to meet customer and departmental needs.

• Oversee a team of 8-10 Success Associates that work with our pros directly and the revenue goals tied to each.
• Advocate for your team and support the growth and expansion of our pros\' requests.
• Manage a team that works with top pros in high-demand areas on Thumbtack to drive long-term retention and growth. Coach your team to understand pros' project goals, needs, and challenges to maximize Thumbtack value.
• Create moments of thoughtful recognition for our pros to show appreciation and demonstrate how the tool can improve the execution of home projects.
• Provide education, actionable advice, useful content, and clear communication to your associates.
• Become an expert of the Thumbtack product and clearly articulate how we help customers complete their projects.
• Act as a bridge between the customer, pros, and Thumbtack, providing feedback to internal product teams.
• Leverage a revenue- and sales-focused experience for agents driving toward company goals.

In order to be successful, you must bring

• Background with revenue and growth-driving teams.
• Minimum 2+ years of experience in customer success, B2B, sales, account management, consulting, leadership roles, or similar customer-facing roles.
• Ability to manage a portfolio of accounts, build strong customer relationships, and deliver customer-centric solutions that meet defined KPIs.
• Technology enthusiasm and curiosity; eager to learn.
• Proven ability to manage, utilize, and prioritize time and efforts.
• Ability to work cross-functionally within an organization to drive results.
• Exceptional verbal and written communication; clear, on-point, and confident.
• Strong empathic leadership skills with the ability to inspire, motivate, and influence others while building trust.
• Sales, Success, or GTM leadership with a focus on revenue-driving teams.
• Experience in an online marketplace environment.
• CRM experience (e.g., Salesforce) or similar systems.
• Quick learner who can incorporate industry-specific jargon in communication with customers.

Thumbtack embraces diversity. We are an equal opportunity workplace and do not discriminate on the basis of 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 law. We will consider qualified applicants with arrest and conviction records, consistent with applicable law. Thumbtack is committed to providing reasonable accommodations to individuals with disabilities during the application process. If you would like to request a reasonable accommodation, please contact: California residents can review rights under California privacy laws in Thumbtack\'s privacy policy at We advise verifying how to spot job scams and protect your information.

Note : This posting includes standard job posting information and does not include any extraneous site-specific notices.