Thumbtack

Pro Success Manager

Remote, United States

Sponsorship not specifiedDetected 2 days ago

Data AnalysisCRMAccount ManagementForecastingPerformance ManagementCustomer SuccessLeadershipCommunicationCollaborationMentoring

About the role

This role combines people leadership with strong operational ownership.
You'll use customer insights and business metrics to influence scalable improvements while fostering a culture of accountability, continuous learning, and customer obsession.

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.
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.

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.
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 HELPS MILLIONS OF PEOPLE CONFIDENTLY CARE FOR THEIR HOMES.
Every day in every county of the U.S., people turn to Thumbtack to complete urgent repairs, seasonal maintenance and bigger improvements.

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This listing is sourced directly from Thumbtack's careers page and normalized into a canonical job model.