Manager, Pro Success

About the Success Team

Thumbtack is the leading marketplace platform connecting customers with local professionals for all their project and service needs.

We are a rapidly growing organization looking for highly motivated individuals to join us in scaling our success team. Our culture prides itself on diversity and inclusion and our mission is to empower independent pros to grow their businesses, and that's where you come in.

About the Role

As a Pro Success Manager, you'll be a hands-on people leader focused on helping Pros get real, measurable value from Thumbtack. You'll lead a team of Success Specialists who drive retention, product satisfaction, and growth across their Pro portfolios. You'll ensure the team delivers consistent results through coaching, data-driven execution, and operational discipline. This role is ideal for a leader who thrives in the details — motivating people, refining playbooks, and translating insights into immediate action to reduce churn and improve satisfaction.

What you’ll do

• Lead and coach a team: Manage 8-10 Success Specialists (US or TPH) responsible for retention, satisfaction, churn prevention, and growth.
• Churn prevention: Use health signals and reporting to identify risk; coach your team on recovery tactics and ensure follow-through.
• Drive product satisfaction: Ensure Pros understand and adopt high-impact features; provide feedback loops to Product for improvement.
• Renewals and expansion: Support your team in executing renewals and identifying upsell opportunities with structure and consistency.
• Data-driven leadership: Monitor metrics (NRR, GRR, churn rate, CSAT, adoption, TTV); use insights in 1:ls and team reviews to drive performance.
• Process excellence: Implement playbooks for onboarding, adoption, renewal, and QBRs; identify process gaps and propose fixes.
• Cross-functional collaboration: Partner with Product, Marketing, and Sales to communicate Pro feedback and influence improvements.
• Talent development: Conduct regular coaching sessions, monitor progress toward goals, and celebrate wins that model Thumbtack's values.
• Pro advocacy: Encourage Pros to share success stories and promote Thumbtack through testimonials and case studies.

In order to be successful, you must bring

• 8+ years of experience leading Customer Success, Account Management, or similar post-sales organizations in a B2B, SaaS, or marketplace environment.
• 3+ years of experience leading Sales teams with quotas and KPIs and managing or mentoring customer-facing teams.
• Experience with account relationships and growth management of large strategic clientsand enterprises.
• Strong track record managing performance, workflows, and outcomes across multiple time zones.
• Ability to adapt coaching and communication styles across cultural norms while maintaining clarity and accountability.
• Proven success driving retention, satisfaction, and revenue results across measurable KPIs (NRR, GRR, churn rate, CSAT/NPS).
• Strong analytical skills and comfort using CRM and CS tools (Salesforce, ChurnZero/Gainsight, Looker/Tableau, Google Sheets).
• Excellent communication and influencing skills across teams and customer segments.
• Demonstrated Al literacy — able to leverage tools and insights to optimize customer engagement and internal efficiency.
• Experience developing talent remotely, including feedback, upskilling, and building trust with offshore teams.
• Strong operational mindset with comfort using data to diagnose issues, drive decisions, and measure improvement.
• History of navigating change management across global teams, ensuring alignment and adoption of new processes.
• Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity