Thumbtack

6 months ago

Manager, Success

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 20 hours agoStatus: Live

Job Summary

Lead and coach a team of Success Specialists to drive retention, satisfaction, churn prevention, and growth for Pro partners on Thumbtack. You’ll use health signals and performance metrics (NRR, GRR, churn, CSAT, adoption, time-to-value) to identify at-risk Pros, run save-and-recovery strategies, improve renewal readiness, and scale consistent playbooks across onboarding, adoption, renewals, and QBRs. Partner with Product to close feedback loops and improve measurable business outcomes.

Location: Ontario

Workplace: Remote

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Lead and coach a team of 8–10 Success Specialists focused on retention, satisfaction, churn prevention, and growth
•Improve gross and net revenue retention through proactive outreach, renewal readiness, and risk mitigation
•Identify at-risk Pros using health signals and coach save-and-recovery strategies
•Drive adoption of high-impact Thumbtack features and close feedback loops with Product partners
•Monitor and act on performance metrics (NRR, GRR, churn, CSAT, adoption, time-to-value) and implement/refine playbooks for onboarding, adoption, renewals, and QBRs

Pay and Benefits

Salary: USD 97,800 - 126,500

Key Requirements

•8+ years of experience in Customer Success, Account Management, or post-sales leadership in a B2B, SaaS, or marketplace environment
•3+ years of experience leading quota- and KPI-driven customer-facing teams
•Demonstrated success driving retention, satisfaction, and revenue outcomes across measurable KPIs
•Strong people leadership skills, including coaching, developing, and managing performance
•Comfort using data, CRM, and customer success tools to diagnose issues and drive decisions

Experience:8+ yearsB2BSaaSMarketplace

Skills:CoachingPeople leadershipCommunicationData-driven decision-makingOperational rigor

Tech Stack:CRM

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

Website LinkedIn

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Thumbtack

6 months ago

Manager, Success

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 20 hours agoStatus: Live

Job Summary

Location: Ontario

Workplace: Remote

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Lead and coach a team of 8–10 Success Specialists focused on retention, satisfaction, churn prevention, and growth
•Improve gross and net revenue retention through proactive outreach, renewal readiness, and risk mitigation
•Identify at-risk Pros using health signals and coach save-and-recovery strategies
•Drive adoption of high-impact Thumbtack features and close feedback loops with Product partners
•Monitor and act on performance metrics (NRR, GRR, churn, CSAT, adoption, time-to-value) and implement/refine playbooks for onboarding, adoption, renewals, and QBRs

Pay and Benefits

Salary: USD 97,800 - 126,500

Key Requirements

•8+ years of experience in Customer Success, Account Management, or post-sales leadership in a B2B, SaaS, or marketplace environment
•3+ years of experience leading quota- and KPI-driven customer-facing teams
•Demonstrated success driving retention, satisfaction, and revenue outcomes across measurable KPIs
•Strong people leadership skills, including coaching, developing, and managing performance
•Comfort using data, CRM, and customer success tools to diagnose issues and drive decisions

Experience:8+ yearsB2BSaaSMarketplace

Skills:CoachingPeople leadershipCommunicationData-driven decision-makingOperational rigor

Tech Stack:CRM

Company Brief

Thumbtack

Industry: Online Marketplaces

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: San Francisco, United States

Founded: 2008

Website LinkedIn