Professional Success Manager

Role Overview

Join Thumbtack as a Professional Success Manager II. You will lead a team of Success Specialists to drive customer retention, growth, satisfaction, and product adoption through strong operational ownership and people leadership.

Responsibilities

• Lead and manage a team of 10–12 Customer Success specialists by setting clear priorities and providing continuous feedback.
• Analyze performance data across customers, the team, and the business to identify trends, mitigate risks, and improve forecasting.
• Partner cross-functionally with Product, Marketing, Sales, Operations, and Analytics to surface customer insights and improve customer experiences.
• Support professional growth by developing talent and improving overall team effectiveness.

Requirements

• 8+ years in Customer Success, Account Management, consultative Sales, or post-sales leadership in a B2B SaaS, marketplace, or technology environment.
• Strong ability to influence cross-functional partners and drive operational improvements using customer insights and data-driven problem solving.
• Proven leadership and communication skills with experience using CRM platforms, customer success technologies, business performance metrics, and AI-enabled tools.
• 3+ years leading high-performing, metrics-driven, customer-facing teams with results in performance management and talent development.
• Experience building teams through hiring, onboarding, coaching, performance management, and career development.
• Ability to thrive in a fast-paced, changing environment while balancing customer advocacy and business priorities.
• Track record of improving retention, revenue growth, customer satisfaction, and operational excellence via data-informed decisions and coaching.

Nice to Have

• Not explicitly stated.