Manager, 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 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.
“One of my favorite things about working for Thumbtack Sales is our willingness to innovate. We use data to try new things — we're not afraid to admit if we're wrong and pivot.”
Josh
Manager II, Sales
“One of my favorite things about working for Thumbtack Sales is our willingness to innovate. We use data to try new things — we're not afraid to admit if we're wrong and pivot.”
Josh
Manager II, Sales
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.
What you'll do
- 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
In order to be successful, you must bring
- 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
Expected salary ranges
- For candidates living in Ontario and British Columbia, the expected salary range for the role is currently $97,800 - $126,500.
Actual offered salaries will vary and will be based on various factors, such as calibrated job level, qualifications, skills, competencies, and proficiency for the role.
Note: Thumbtack uses AI tools to support our resume screening process. However, our Recruiting team’s expertise and judgment guide hiring decisions.
Scammers sometimes pose as Thumbtack recruiters or employees. Check out our blueprint on how to spot the fakes.
Perks & Benefits
Supporting you at work and beyond
In addition to our virtual-first model, we offer:
Recharge with PTO, in addition to 20 company-wide holidays each year, including a week-long end-of-year shutdown.
$1,000 USD/$1,400 CAD annual stipend for professional development, self care, office set-up and more. We also provide cell phone and Wi-Fi reimbursements.
All parents receive up to 12 weeks of paid parental leave, and birthing parents receive 8 additional weeks, for a total of 20 weeks of 100% paid parental leave (US & CAN).
$30,000 USD/CAD lifetime max reimbursement for family planning.
12 coaching sessions and 12 therapy sessions for yourself and your dependents. We also offer one-on-one financial guidance from a financial wellness provider.
$450 USD/CAD quarterly stipend to book a pro on Thumbtack for virtual or in-person services — anything from home care services to planning a child’s birthday party and beyond.
Perks & Benefits
Supporting you at work and beyond
In addition to our virtual-first model, we offer:
30 days of PTO (pro-rated based on start date), including a week-long, end-of-year shutdown and a 15% night shift differential.
PHP 46,600.00 annual stipend to use for professional development, self care, office set-up and more. We also provide PHP 1,500/month internet allowance.
12 coaching sessions and 12 therapy sessions for yourself and your dependents. We also offer one-on-one financial guidance from a financial wellness provider.
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HMO coverage includes yourself and up to three of your dependents (two at no cost). We also cover common-law and same-sex domestic partners.
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