Success Team Manager (Growth and Retention)

Thumbtack
Philippines
Workplace: RemoteFull timeFunction: Marketing & GrowthExperience: 2+ yearsSkills: ["Leadership","Coaching","Customer-centricity","Cross-functional collaboration","Verbal and written communication"]

Lead a team of 8–10 Success Associates helping customers plan and complete home services while driving retention and growth goals. Coach agents across phone, chat, SMS, and email to handle customer requests, service inquiries, and profile/project needs. Serve as a product and customer advocate, improve the agent experience with education and recognition, and ensure KPIs are met through strong GTM and customer-centric execution.

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FursaFursa
Thumbtack
Thumbtack
1 day ago

Success Team Manager (Growth and Retention)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live

Job Summary

Lead a team of 8–10 Success Associates helping customers plan and complete home services while driving retention and growth goals. Coach agents across phone, chat, SMS, and email to handle customer requests, service inquiries, and profile/project needs. Serve as a product and customer advocate, improve the agent experience with education and recognition, and ensure KPIs are met through strong GTM and customer-centric execution.
Location: Philippines
Workplace: Remote
Employment Type: Full time
Job Function: Marketing & Growth
Seniority: Manager level

Key Responsibilities

  • •Oversee a team of 8–10 Success Associates handling customer requests and tied revenue goals
  • •Coach the team to understand customer project goals, needs, and challenges to drive retention and growth
  • •Create recognition and appreciation moments for top customers to strengthen trust and loyalty
  • •Provide education, actionable advice, useful content, and clear communication to associates
  • •Serve as a bridge between customers, pros, and Thumbtack by articulating product feedback to internal product teams

Key Requirements

  • •2+ years of experience in customer success, sales, account management, consulting, leadership, or similar customer-facing roles
  • •Proven ability to manage a portfolio of accounts, build strong customer relationships, and deliver customer-centric solutions against KPIs
  • •Background with revenue and growth-driving teams
  • •Demonstrated ability to manage, utilize, and prioritize time and efforts
  • •Salesforce or similar CRM experience
Experience:2+ years
Skills:LeadershipCoachingCustomer-centricityCross-functional collaborationVerbal and written communication
Tech Stack:SalesforceCRM

Company Brief

Thumbtack
Provides an online marketplace connecting local service professionals (home improvement, events, lessons, and more) with customers seeking quotes, reviews, and booking tools to hire vetted contractors and providers.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Headquarters: San Francisco, United States
Founded: 2008
WebsiteLinkedIn