Manager II, Pro Success

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 grow sustainable, successful businesses on Thumbtack. Through consultative guidance, business insights, and product expertise, we help pros maximize their return on investment while delivering exceptional customer experiences. We work closely with Product, Marketing, Sales, Operations, and Analytics to identify opportunities that improve customer outcomes, shape the evolution of our platform, and accelerate business growth. ABOUT THE ROLE As a Pro Success Manager II, you'll lead a team of 10–12 Success Specialists responsible for helping service professionals realize measurable value from Thumbtack. You'll drive team performance across customer retention, growth, satisfaction, product adoption, and operational excellence by setting clear priorities, coaching high performance, and ensuring consistent execution against business goals. This role combines people leadership with strong operational ownership. You'll develop talent, improve team effectiveness, and partner cross-functionally to identify opportunities that improve customer outcomes, team productivity, and business performance. You'll use customer insights and business metrics to influence scalable improvements while fostering a culture of accountability, continuous learning, and customer obsession. WHAT YOU’LL DO - 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.
• Foster an inclusive, high-performing team culture that embodies Thumbtack's values while maintaining accountability, collaboration, and a relentless focus on customer success.

• 3+ years of experience leading high-performing, metrics-driven customer-facing teams with demonstrated success managing performance, developing talent, and delivering business results.
• Proven success driving customer retention, revenue growth, customer satisfaction, and operational excellence through data-informed decision making and effective coaching.
• 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.
• Strong analytical, communication, and leadership skills with experience using CRM platforms, customer success technologies, business performance metrics, and AI-enabled tools to improve team effectiveness and customer outcomes.
• Ability to thrive in a fast-paced, evolving environment while balancing customer advocacy, business priorities, and organizational change.

• Highlight specific examples where you used Excel to analyze customer or team performance metrics.
• Prepare a brief case study showing how you coached a team to improve retention or product adoption.
• Emphasize cross‑functional collaboration experience; mention any projects with product or analytics teams.
• Be ready to discuss your leadership style and how you foster inclusive, high‑performing remote teams.
• Research Thumbtack’s Pro Success philosophy and reference it in your interview to demonstrate alignment.
• When negotiating, inquire about equity and remote‑work stipend details as part of the total compensation.
• Watch for vague statements about “flexible hours” without clear expectations—clarify core meeting times and availability requirements.