Customer Success Manager

Thumbtack is the one app you need to take care of and improve your home from personalized guidance to AI tools and a best-in-class hiring experience. Every day in every county of the U.S. people turn to Thumbtack to complete urgent repairs seasonal maintenance and bigger improvements. We help homeowners know which projects to do when to do them and who to hire from our growing community of 300000 local service businesses. If making an impact inspires you join us. Imagine what well build together.

As a Customer Success Manager (CSM) you bring our Thumbtack mission to life! This leadership role is a part of our outbound sales and success efforts where you would work specifically with a team to resolve customer plans to service their homes. By coaching your team in handling customer requests through our users different channels (phone chat SMS and email) you navigate the challenges of customer needs profile requests and more specifically service inquiries. Our best Managers are enthusiastic individuals who thrive in a fast-paced revenue-driving environment that builds customer trust loyalty and drive departmental goals with their team of individual contributors.

The ideal candidate will have a proven track record in outbound and inbound sales efforts with experience in recovery and expansion programs. Must also be adaptable in your sales pitch to meet customer and departmental needs.

• Oversee a team of 8-10 Success Associates that work with our customers directly and the revenue goals tied to each.

• Be an advocate for your team along with the growth and expansion of our customers requests.

• Manage a team that works with some of our top customers in high-demand areas on Thumbtack to drive long-term retention and growth. Coaching your team to understand your customers project goals needs and challenges so you can help them extract the full value of their Thumbtack experience.

• Creating moments of thoughtful recognition for our customers to show them how appreciative we are of our partnership and how our tool can change the process of completing home projects.

• Provide appropriate education actionable advice useful content and clear communication as needed to your associates.

• Become an expert of the Thumbtack product and clearly articulate how we will help your customers complete their projects.

• Act as a bridge between the customer our pros and Thumbtack providing feedback about the product to our internal product teams.

• Leverage a new revenue and sales-focused experience for our agents driving to company goals.

• Must have a background with revenue and growth-driving teams.

• Minimum 2 years of experience in customer success sales account management consulting leadership roles or similar customer-facing roles.

• Demonstrated ability to manage a portfolio of accounts build strong customer relationships and deliver a customer-centric solution that met defined KPIs.

• Technology enthusiast positively curious and eager to build and learn.

• Proven ability to manage utilize and prioritize your time and efforts.

• Ability to work cross-functionally within an organization to drive results

• Exceptional verbal and written communication: clear on point and confident

• Sales Success or GTM leadership with a focus on revenue-driving teams..

• Experience working for a company offering services through an online Marketplace

• Salesforce or similar CRM experience

• Quick learner that can incorporate industry and vertical-specific jargon in your communication with customers.

Actual offered salaries will vary and will be based on various factors such as calibrated job level qualifications skills competencies and proficiency for the role.

Thumbtack embraces diversity. We are proud to be 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 federal provincial state or local law. We also will consider for employment qualified applicants with arrest and conviction records consistent with applicable law.

Thumbtack is committed to working with and providing reasonable accommodation to individuals with disabilities. If you would like to request a reasonable accommodation for a medical condition or disability during any part of the application process please contact: .

For information about how Thumbtack collects uses and shares personal information about job applicants please see our Job Applicant Privacy Policy.

We put as much craftsmanship into candidate safety as we do into the hiring experience itself. While scammers may try to impersonate our team well never ask you for money banking info or SSNs during hiring. Check out our blueprint on how to spot the fakes.

Required Experience:

IC