We're the technology leader building the modern home management platform. Today, millions of people use Thumbtack to effortlessly manage their homes. We help them confidently know what to do, when to do it and who to hire.

Our goal is simple: to be the only platform homeowners need to fix, maintain and improve their homes. As a long-term partner for homeowners, our promise is to turn what was once confusing and intimidating into something straightforward ?" and a lot less stressful.

At Thumbtack, we're not just creating a new era of homeownership. We're supporting local economies and building stronger communities. Each day, we connect local professionals across America with busy homeowners so they can grow their businesses.

Thumbtack is for everyone. Our customers and pros come from all walks of life and every county in the country. We want our team to reflect that. If you come from an underrepresented background in tech, we strongly encourage you to apply.

Our North Star is bright and our ambitions are big. We've been at this for over a decade, but the way we see it: we're just getting started.

Thumbtack by the Numbers

Available in all 3,143 U.S. counties.
Nearly 4.5 million customers in the last 12 months
Hundreds of thousands of local professionals on our platform
65 million projects started on Thumbtack
Over 7.5 million 5-star reviews left for stellar pros

About the Success Team

The Success Team is a fast-evolving team designed to drive results for our Thumbtack Professionals. We are product experts responsible for ensuring Thumbtack Pros are set up to get the right jobs from the right customers through providing insights, coaching, and holding them accountable to goals.

Currently, the Success Team manages the outcomes of Thumbtack's most successful and engaged professionals, helping to increase product adoption, retention and expansion of our highest potential professionals through a combination of outbound phone, email, text and chat efforts.

About the Role
The Manager, Success is an integral part of the Success leadership team. They will lead a team of success specialists and managers, focused on retention and expansion of the Thumbtack platform. This team member will be responsible for career development of their team members as well as actively participating in strategic planning of the Success organization.

Responsibilities

Lead and motivate team members to reach and exceed monthly and quarterly goals while creating opportunities for your team to collaborate and share best practices

Foster a culture of #alwaysbeimproving through regular 1:1's to ensure each team member feels supported, coached, engaged, and understand expectations so they can thrive and grow in their role at Thumbtack

Participate in problem-solving with your team and provide feedback and recommendations based on front-line experience with internal teams

Collaborate with other internal departments to identify areas of process/product/systems improvements in order for your team to work efficiently

Ensure that your team is aware of product updates and that they utilize the proper product feedback channels

Manage the hiring and onboarding of new team members

Play an active and essential role in initiatives and strategic planning activities with substantial potential impact for the Pro Success team and Thumbtack

Must-Have Qualifications
If you don't think you meet all of the criteria below but still are interested in the job, please apply. Nobody checks every box, and we're looking for someone excited to join the team.

Minimum 2 years of experience managing direct reports in a customer success, account management, sales, or customer support function

Experience using a CRM tool

Ability to work in a fast-paced and agile environment building scalable and sustainable processes

Experience with analyzing data, deriving and communicating insights

Strong ability to build and nurture trusted relationships

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

Nice-to-Have Qualifications

Embrace frequent change and appreciate constant iteration of approaches, strategies, and tactics.

Good business judgment and the ability to step back from the weeds and look at the big picture and align and realign until you have arranged activities in the most productive configuration possible and figured out the best way to get things done

Takes ownership of their work, loves learning, and developing new skill-sets and expertise

Self-motivated, and you love to jump right in and don't need someone to tell you exactly what to do

Thumbtack is a virtual-first company, meaning you can live and work from any one of our approved locations across the United States, Canada or the Philippines*. When it is safe to gather, we will begin to host in-person events on a regular basis. Remote employees will be expected to travel occasionally for these events to a Thumbtack library or offsite team-building location. In cities with 5+ employees, we are establishing local communities, where employees can gather for local events. Additionally, employees in the San Francisco, Salt Lake City, Toronto and Manila areas will have opt-in access to communal workspace at one of our Thumbtack libraries. We always prioritize the health and safety of our employees. Currently, participation in these events and Thumbtack library use are optional. Both require employees to be fully vaccinated

#LI-Remote

More About Us

Thumbtack is a technology leader building the modern home management platform. Through the Thumbtack app, homeowners can effortlessly manage their homes ?" confidently knowing what to do, when to do it, and who to hire. Bringing the $500 billion home services industry online, Thumbtack empowers millions of homeowners to fix, maintain, and improve their most valuable asset.

Founded in 2008, Thumbtack is backed by over $500 million in funding from folks that include Sequoia Capital, CapitalG, Tiger Global Management, Javelin Investment Partners, Baillie Gifford.

Thumbtack embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

If you are a California resident, please review information regarding your rights under California privacy laws contained in Thumbtack's Privacy policy available at https://www.thumbtack.com/privacy/.

*Currently, Thumbtackers can live anywhere in Ontario or British Columbia, Canada or the Philippines or in any of the following US states: AZ, CA, CO, CT, FL, GA, HI, ID, IL, IN, KS, KY, MD, MA, MI, MN, MO, NE, NV, NH, NJ, NM, NY, NC, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI, Washington DC. Our long term vision is to hire across all of the United States and Canada, but this expansion will take a few years.

Summary
Company name: Thumbtack
Remote job title: Success Manager
Job tags: Account Management, crm, Analytics Tools