Manager, Success

Thumbtack
Ontario
Workplace: RemoteFull timeUSD 97,800 - 126,500Function: Customer Success & Account ManagementExperience: 8+ yearsSkills: ["Coaching","People leadership","Communication","Data-driven decision-making","Operational rigor"]

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.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Thumbtack
Thumbtack
7 months ago

Manager, Success

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 14 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
WebsiteLinkedIn