Pro Success Team Manager

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Lead and mentor a team: Oversee 8-10 Success Specialists focused on retention, satisfaction, churn prevention, and growth.

• Churn mitigation: Utilize health indicators and reporting to pinpoint risks; guide your team on recovery strategies and ensure implementation.

• Enhance product satisfaction: Ensure professionals comprehend and utilize high-impact features; establish feedback channels for Product enhancement.

• Renewals and growth: Assist your team in managing renewals and recognizing upsell opportunities with structure and consistency.

• Data-informed leadership: Track metrics (NRR, GRR, churn rate, CSAT, adoption, TTV); leverage insights in individual meetings and team evaluations to boost performance.

• Process optimization: Develop playbooks for onboarding, adoption, renewals, and QBRs; identify process deficiencies and suggest improvements.

• Interdepartmental collaboration: Work alongside Product, Marketing, and Sales to relay professional feedback and influence enhancements.

• Talent nurturing: Conduct regular coaching sessions, track progress towards objectives, and celebrate achievements that reflect Thumbtack's values.

• Advocate for professionals: Motivate professionals to share success stories and promote Thumbtack through testimonials and case studies.

⛳️ Requirements

• Over 8 years of experience leading Customer Success, Account Management, or related post-sales organizations in a B2B, SaaS, or marketplace setting.

• More than 3 years of experience managing Sales teams with quotas and KPIs, along with mentoring or managing customer-facing teams.

• Proficient in managing account relationships and driving growth for large strategic clients and enterprises.

• Proven history of managing performance, workflows, and outcomes across multiple time zones.

• Capacity to adjust coaching and communication styles to various cultural norms while ensuring clarity and accountability.

• Demonstrated success in driving retention, satisfaction, and revenue outcomes across measurable KPIs (NRR, GRR, churn rate, CSAT/NPS).

• Strong analytical abilities and familiarity with CRM and CS tools (Salesforce, ChurnZero/Gainsight, Looker/Tableau, Google Sheets).

• Exceptional communication and influencing capabilities across teams and customer segments.

• Proven AI literacy — capable of utilizing tools and insights to enhance customer engagement and internal efficiency.

• Experience in developing talent remotely, including providing feedback, upskilling, and building trust with offshore teams.

• Robust operational mindset with proficiency in using data to identify issues, inform decisions, and assess improvements.

• Background in managing change across global teams, ensuring alignment and adoption of new processes.

• Ability to remain flexible and agile in response to shifting business priorities and navigate ambiguity.

🏝️ Benefits

• Thumbtack values diversity and provides equal opportunities.

• Reasonable accommodations for individuals with disabilities.

• Commitment to non-discrimination based on sex, race, color, age, pregnancy, sexual orientation, gender identity or expression, religion, national origin, ancestry, citizenship, marital status, military or veteran status, genetic information, disability status, or any other characteristic protected by federal, provincial, state, or local law.