Manager II, Pro Success

This is a fully remote position, open to applicants in California, +2 more states.

📋 Description

• Lead, mentor, and cultivate a team of 10–12 Success Specialists by establishing clear expectations, providing continuous feedback, managing performance, and facilitating career advancement.

• Enhance team performance across customer retention, revenue generation, product adoption, customer satisfaction, quality, productivity, and operational metrics by setting priorities, inspecting execution, and eliminating obstacles.

• Evaluate customer, team, and business performance data to uncover trends, mitigate risks, enhance forecasting, and develop coaching strategies that yield measurable customer and business results.

• Collaborate closely with Product, Marketing, Sales, Operations, and Analytics to unveil customer insights, enhance customer experiences, influence product improvements, and drive operational advancements.

• Strengthen team capabilities by guiding onboarding, coaching, quality calibrations, knowledge sharing, and the integration of best practices that enhance consistency and performance throughout the organization.

• Oversee the implementation and continuous enhancement of customer success playbooks, AI-driven workflows, operational processes, and scalable programs designed to boost efficiency and improve customer outcomes.

• Promote an inclusive, high-performance team culture that reflects Thumbtack's values while fostering accountability, collaboration, and a steadfast commitment to customer success.

⛳️ Requirements

• 8+ years of experience in Customer Success, Account Management, Consultative Sales, or post-sales leadership within a B2B, SaaS, marketplace, or technology context.

• 3+ years of experience leading high-performing, metrics-focused customer-facing teams with a proven track record in managing performance, nurturing talent, and achieving business outcomes.

• Demonstrated success in driving customer retention, revenue growth, customer satisfaction, and operational excellence through data-driven decision-making and effective coaching.

• Experience in building high-performing teams through recruitment, onboarding, coaching, performance management, and professional development.

• Proven ability to influence cross-functional stakeholders and drive operational enhancements through customer insights, data analysis, and collaborative problem-solving.

• Strong analytical, communication, and leadership skills, with experience utilizing CRM platforms, customer success technologies, business performance metrics, and AI-driven tools to enhance team effectiveness and customer outcomes.

• Ability to excel in a fast-paced, dynamic environment while balancing customer advocacy, business priorities, and organizational change.

🏝️ Benefits

• Thumbtack embraces diversity

• Equal opportunity workplace and do not discriminate