Pro Success Manager

Thumbtack helps millions of people confidently care for their homes.

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.

About the Role

As a Pro Success Manager youll be a hands-on people leader focused on helping Pros get real measurable value from Thumbtack. Youll lead a team of Success Specialists who drive retention product satisfaction and growth across their Pro portfolios. Youll ensure the team delivers consistent results through coaching data-driven execution and operational discipline. This role is ideal for a leader who thrives in the details motivating people refining playbooks and translating insights into immediate action to reduce churn and improve satisfaction.

What youll do

• 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:ls 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 Thumbtacks values.

• Pro advocacy: Encourage Pros to share success stories and promote Thumbtack through testimonials and case studies.

In order to be successful you must bring

• 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 Al 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

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:

Manager