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Success Team Manager (Growth and Retention) - B2C

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 which 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 role

As a Customer Success Manager (CSM), you bring our Thumbtack mission to life! This leadership role is a part of our outbound sales and success efforts, where you would work specifically with a team to resolve customer plans to service their homes. By coaching your team in handling customer requests through our users' different channels (phone, chat, SMS, and email), you navigate the challenges of customer needs, profile requests, and more specifically service inquiries. Our best Managers are enthusiastic individuals who thrive in a fast-paced revenue-driving environment that builds customer trust, loyalty, and drive departmental goals with their team of individual contributors.

The ideal candidate will have a proven track record in outbound and inbound sales efforts, with experience in recovery and expansion programs. Must also be adaptable in your sales pitch to meet customer and departmental needs.

What you’ll do

  • Oversee a team of 8-10 Success Associates that work with our customers directly and the revenue goals tied to each.

  • Be an advocate for your team along with the growth and expansion of our customers' requests.

  • Manage a team that works with some of our top customers, in high-demand areas on Thumbtack, to drive long-term retention and growth. Coaching your team to understand your customers' project goals, needs, and challenges so you can help them extract the full value of their Thumbtack experience.

  • Creating moments of thoughtful recognition for our customers to show them how appreciative we are of our partnership and how our tool can change the process of completing home projects.

  • Provide appropriate education, actionable advice, useful content, and clear communication as needed to your associates.

  • Become an expert of the Thumbtack product and clearly articulate how we will help your customers complete their projects.

  • Act as a bridge between the customer, our pros, and Thumbtack, providing feedback about the product to our internal product teams.

  • Leverage a new revenue and sales-focused experience for our agents driving to company goals.

In order to be successful, you must bring

  • Must have a background with revenue and growth-driving teams.

  • Minimum 2+ years of experience in customer success, sales, account management, consulting, leadership roles or similar customer-facing roles.

  • Demonstrated ability to manage a portfolio of accounts, build strong customer relationships and deliver a customer-centric solution that met defined KPIs.

  • Technology enthusiast, positively curious, and eager to build and learn.

  • Proven ability to manage, utilize, and prioritize your time and efforts.

  • Ability to work cross-functionally within an organization to drive results

  • Exceptional verbal and written communication: clear, on point and confident

  • Sales, Success, or GTM leadership, with a focus on revenue-driving teams..

  • Experience working for a company offering services through an online Marketplace

  • Salesforce or similar CRM experience

  • Quick learner that can incorporate industry and vertical-specific jargon in your communication with customers.

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.

Thumbtack embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of 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. We also will consider for employment qualified applicants with arrest and conviction records, consistent with applicable law.

Thumbtack is committed to working with and providing reasonable accommodation to individuals with disabilities. If you would like to request a reasonable accommodation for a medical condition or disability during any part of the application process, please contact: recruitingops@thumbtack.com.

For information about how Thumbtack collects, uses, and shares personal information about job applicants, please see our Job Applicant Privacy Policy.

We put as much craftsmanship into candidate safety as we do into the hiring experience itself. While scammers may try to impersonate our team, we’ll never ask you for money, banking info, or SSNs during hiring. Check out our blueprint on how to spot the fakes.

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What this application asks

ashby

Full Name, Email, Resume

  • Preferred First Name  optional
  • Phone  Number
  • Cover  Letter upload · optional
  • LinkedIn
  • Which of the following best describes your years of experience leading a team in Success, Account Management, Retention, or a similar post-sales function, in a BPO or shared services environment? choose one
  • Which of the following best describes your experience leading teams with quotas or KPIs in a BPO or shared services environment? choose one
  • Which of the following best describes your experience managing relationships with large strategic clients or accounts? choose one
  • Thumbtack currently supports remote work in a number of locations across the United States, Ontario and the Philippines. Using the drop down list below, please select the location you intend to work from. If you are not currently located in or able to work from a location listed below, please select "Location not listed." choose one
  • If you selected "Location not listed" above, please use the text box below to let us know where you intend to work from. optional
  • Please run a speed test via tack.speedtestcustom.com and paste below the link to the result. written answer
  • This role is open only to candidates who are currently residing anywhere in the Philippines. Are you authorized to work in the said country? yes / no
  • Have you worked in Thumbtack Philippines before? If yes, please specify your role and the dates of your employment.
  • Do you have any relatives or any person that you are in a familial relationship with who is currently employed or has an active application at Thumbtack? If yes, indicate the name of the employee/s or applicant/s (please indicate the job they applied to) and the nature of your relationship with them.Note: Failure to disclose this information in this application form may affect your candidacy for this role, or can be a cause of corrective action as indicated in our discipline manual, once hired.
  • By joining Thumbtack, would there be any conflict of interest with your current or last employer or employment agreement (this includes non-compete clause, dual corporate/freelance employment, similar business, etc.)? If yes, please elaborate below. written answer

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