Pro Success Manager II
About The Position
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 300,000 local service businesses. If making an impact inspires you, join us. Imagine what we’ll build together. About the Pro Success Team The Pro Success team partners with service professionals to help them achieve meaningful business outcomes on Thumbtack. We focus on retention, satisfaction, and long-term growth by ensuring Pros understand and adopt the right tools at the right time. Working cross-functionally with Sales, Product, and Marketing, we bring the Pro voice into everything we build. Our work directly impacts revenue durability and the overall health of the marketplace. About the Role As a Pro Success Manager, you’ll be a hands-on people leader responsible for helping Pros realize measurable value from Thumbtack. You’ll lead a team of Success Specialists across the U.S. and/or TPH, driving retention, satisfaction, and growth across their portfolios. This role requires strong coaching, operational rigor, and comfort working deeply in metrics. You’ll play a critical role in reducing churn, improving Pro outcomes, and scaling consistent execution across the team.
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
- Proven success driving retention, satisfaction, and revenue outcomes across measurable KPIs
- Strong people leadership skills with experience coaching, developing, and managing performance
- Comfort using data, CRM, and customer success tools to diagnose issues and drive decisions
- Experience working across time zones and leading remote or offshore teams
- Excellent communication skills with the ability to balance empathy and accountability
Responsibilities
- Lead and coach a team of 8–10 Success Specialists responsible for 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 effective save and recovery strategies
- Drive adoption of high-impact Thumbtack features and close feedback loops with Product partners
- Monitor and act on performance metrics including NRR, GRR, churn, CSAT, adoption, and time-to-value
- Implement and refine playbooks for onboarding, adoption, renewals, and QBRs to improve consistency and outcomes
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
1,001-5,000 employees
