Pro Success Specialist

About the Thumbtack Success Team

The Thumbtack Success Team is dedicated to helping pros grow thriving businesses on our platform. As the frontline partner for our pros, the team plays a critical role in driving pro satisfaction, retention, and long-term success. Success Specialists act as trusted advisors—helping pros understand Thumbtack’s products, optimize their accounts, improve their marketing strategies, and maximize their return on investment.

This is a fast-paced, highly collaborative team that combines customer success, consultative sales, and operational excellence to deliver meaningful business outcomes for our pros while supporting Thumbtack’s growth.

About the Role

We’re looking for motivated, consultative, and customer-focused individuals to join our Success Team as Success Specialists. In this role, you’ll partner directly with pros to help them succeed on Thumbtack by understanding their business goals, identifying opportunities for growth, and recommending solutions that improve their performance on the platform.

You’ll serve as a strategic advisor and subject matter expert, guiding pros through profile optimization, lead management, budgeting strategies, and overall business growth. This role requires strong communication skills, problem-solving abilities, and a passion for building relationships in a metrics-driven environment.

Success Specialists are expected to balance customer satisfaction with revenue goals while delivering a high-quality experience across phone, SMS, and email interactions.

What you’ll do

Pro Success & Relationship Management

• Build strong relationships with pros by understanding their business needs, goals, and challenges.

• Act as a consultative partner, providing tailored recommendations to help pros maximize success on Thumbtack.

• Guide pros through profile optimization, including response times, reviews, profile quality, • quick replies, and product recommendations.

• Set proper expectations around lead costs, marketing performance, and return on investment to help pros make informed business decisions.

• Proactively follow up with pros through outbound calls, SMS, and email communications.

Revenue Growth & Performance

• Participate in at least 50 outbound calls per day to engage and support pros on the platform.

• Identify opportunities to cross-sell relevant products and services that align with pro needs.

• Drive customer retention, reactivation, and long-term engagement through strategic account support.

• Maintain and exceed key performance metrics including revenue attainment, quality adherence, efficiency, pro satisfaction, and net promoter scores.

Customer Support & Problem Solving

• Troubleshoot and resolve pro concerns using strong problem-solving and de-escalation skills.

• Actively listen, ask thoughtful probing questions, and provide effective recommendations and solutions.

• Maintain deep knowledge of Thumbtack products, services, and industry best practices across home services and other professional categories.

• Use available tools and technologies, including AI-powered solutions, to optimize pro accounts and improve outcomes.

Collaboration & Continuous Improvement

• Partner closely with teammates and leadership through coaching sessions, trainings, and ongoing development opportunities.

• Share best practices, insights, and successful techniques across the team.

• Identify trends, process gaps, and opportunities for operational improvements that drive better business outcomes.

• Make thoughtful, independent decisions that balance pro needs with company goals.

In order to be successful, you must bring

• 1–2 years of experience in B2B sales, customer success, account management, or customer support.

• At least 6 months of outbound calling, collections, or consultative sales experience, preferably within a BPO or shared services environment.

• Experience with customer retention, onboarding, churn mitigation, or account reactivation.

• A proven track record of meeting or exceeding performance and revenue goals.

• Strong English communication skills, both verbal and written.

• A consultative, collaborative, and problem-solving mindset.

• Experience managing pipelines, customer relationships, or sales workflows.

• Ability to thrive in a fast-paced, metrics-driven environment.

• Experience educating customers on products, services, or platform functionality.