Manager II, Pro Success

As a Pro Success Manager II, you'll lead a team of 10–12 Success Specialists responsible for helping service professionals realize measurable value from Thumbtack. You'll drive team performance across customer retention, growth, satisfaction, product adoption, and operational excellence by setting clear priorities, coaching high performance, and ensuring consistent execution against business goals. This role combines people leadership with strong operational ownership. You'll develop talent, improve team effectiveness, and partner cross-functionally to identify opportunities that improve customer outcomes, team productivity, and business performance. You'll use customer insights and business metrics to influence scalable improvements while fostering a culture of accountability, continuous learning, and customer obsession.

Responsibilities

Lead, coach, and develop a team of 10–12 Success Specialists, setting clear expectations, providing ongoing feedback, managing performance, and supporting career growth; Drive team performance across customer retention, revenue, product adoption, customer satisfaction, quality, productivity, and operational metrics by establishing priorities, inspecting execution, and removing obstacles; Analyze customer, team, and business performance data to identify trends, mitigate risk, improve forecasting, and coach strategies that deliver measurable customer and business outcomes; Partner closely with Product, Marketing, Sales, Operations, and Analytics to surface customer insights, improve customer experiences, influence product enhancements, and drive operational improvements; Build team capability by leading onboarding, coaching, quality calibrations, knowledge sharing, and the adoption of best practices that improve consistency and performance across the organization; Lead the implementation and continuous improvement of customer success playbooks, AI-enabled workflows, operational processes, and scalable programs that increase efficiency and improve customer outcomes; Foster an inclusive, high-performing team culture that embodies Thumbtack's values while maintaining accountability, collaboration, and a relentless focus on 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 environment; 3+ years of experience leading high-performing, metrics-driven customer-facing teams with demonstrated success managing performance, developing talent, and delivering business results; Proven success driving customer retention, revenue growth, customer satisfaction, and operational excellence through data-informed decision making and effective coaching; Experience building high-performing teams through hiring, onboarding, coaching, performance management, and career development; Demonstrated ability to influence cross-functional partners and drive operational improvements through customer insights, data analysis, and collaborative problem solving; Strong analytical, communication, and leadership skills with experience using CRM platforms, customer success technologies, business performance metrics, and AI-enabled tools to improve team effectiveness and customer outcomes; Ability to thrive in a fast-paced, evolving environment while balancing customer advocacy, business priorities, and organizational change