Thumbtack
Thumbtack is a technology company helping millions of people confidently care for and improve their homes.
Remote

Manager I, Strategic Customer Success

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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 million 5-star reviews left for stellar pros

About the Success Team

The Success team directly impacts the growth of the company by growing high quality + high capacity national accounts and franchise groups who provide an amazing experience for our customers. Our success approach drives business results through product comprehension, retention, and expansion through partnerships generating higher ROI for our pros. We are a growing Success organization, currently looking for highly motivated leaders who want to be a part of scaling our Success org.

About the Role

As a Success Manager, you will oversee a team of success reps and their efforts to retain and expand high-capacity businesses on Thumbtack. You will play a key role in the team’s growth by surfacing learnings from success conversations, by testing new data sources and success processes, by improving the quality & quantity of national accounts and franchise groups on Thumbtack and driving revenue for the company. 

Responsibilities

  • Maintaining high team morale, setting & achieving ambitious goals both as a team and as individuals, coaching and improving the sales process, managing ever-changing campaigns and team productivity, and helping to streamline the CSM workflow and operations processes
  • Train and mentor current team members and new hires on success product, new experiments, strategies, best practices and processes
  • Continue to paint the vision to CSMs of what they are set up to achieve, the impact they’re having on the company, and where the team is headed
  • Provide feedback to business operations on ways to streamline success reps’ workflow and efficiency
  • Become an expert in the Thumbtack product and clearly articulate why every business professional needs the product as part of their business plan 

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.

  • Expert at solution-based selling through aligning prospect goals, needs and problems to Thumbtack solutions
  • You provide your team with sincere, regular praise & recognition and constructive, timely feedback
  • Have a collaborative attitude to share techniques and success with the team
  • Comfortable navigating multiple systems and getting up to speed very quickly with all of our systems tools; also comfortable scrapping old methods to test or recommend new ones 
  • Must have 3-5 years success experience and 2-3 years of success management experience 
  • Must be an excellent communicator

Nice-to-Have Qualifications

  • Experience with Salesforce
  • Experience with G-suite

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. 

  • See what it’s like to work here  
  • Meet the pros who inspire us
  • Follow us on LinkedIn  
  • Discover our virtual first plan

Thumbtack is a virtual-first company, meaning you can live and work from any one of our approved locations across the United States, Ontario 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

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/.

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Candidate Location Eligibility:
Albuquerque, NM
Ann Arbor, MI
Atlanta, GA
Austin, TX
Baltimore, MD
Baton Rouge, LA
Birmingham, AL
Boise, ID
Boston, MA
Buffalo, NY
Charleston, SC
Charlotte, NC
Chicago, IL
Cincinnati, OH
Cleveland, OH
Colorado, CO
Columbus, OH
Dallas-Fort Worth, TX
Dayton, OH
Des Moines, IA
Detroit, MI
Fayetteville-Springdale-Rogers, AR
Greensboro, NC
Hampton Roads, VA
Hartford, CT
Houston, TX
Huntsville, AL
Indianapolis, IN
Jacksonville, FL
Kansas City, MO
Las Vegas, NV
Lexington, KY
Lincoln, NE
Little Rock, AR
Los Angeles, CA
Louisville, KY
Madison, WI
Memphis, TN
Miami, FL
Milwaukee, WI
Minneapolis–Saint Paul, MN
Nashville, TN
New Orleans, LA
New York City, NY
Ogden, UT
Oklahoma City, OK
Omaha, NE
Orlando, FL
Other US Location
Palm Bay-Melbourne-Titusville
Pensacola, FL
Peoria, IL
Philadelphia, PA
Phoenix – Mesa – Scottsdale, AZ
Pittsburgh, PA
Portland, ME
Portland, OR
Providence, RI
Provo, UT
Raleigh-Durham, NC
Reno, NV
Richmond, VA
Rochester, NY
Sacramento, CA
Salt Lake City, UT
San Antonio, TX
San Diego, CA
San Francisco, CA
San Luis Obispo, CA
Santa Cruz, CA
Seattle, WA
Spokane, WA
St. Louis, MO
Tallahassee, FL
Tampa Bay, FL
Tucson, AZ
Tulsa, OK
Washington DC
Wichita, KS
Wilmington, NC

What are Thumbtack Perks + Benefits

Thumbtack Benefits Overview

We work hard, but we’re not all business. We take employee well-being very seriously. Because people do their best work when they’re rested and engaged, and we believe that everyone should love where they work.

Be part of a dynamic culture built on integrity, inclusion, and authenticity, where our leaders listen to feedback and take action. With more than 20 company-wide holidays (including an end-of-year company shutdown), flexible PTO, equal parental leave, and a virtual-first working model, we treat you like our greatest asset—because you are.

Culture
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Employee resource groups
Quarterly engagement surveys
Employee awards
Flexible work schedule
Virtual work at Thumbtack means set Collaboration Hours for Zoom meetings, weekly focus time on No Meeting Wednesdays, and Google Docs and tools for asynchronous collaboration across teams.
Remote work program
We believe great work can be done from anywhere. With our virtual-first model, you have the opportunity to choose where you live and work.
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Diversity employee resource groups
Hiring practices that promote diversity
Diversity recruitment program
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Mental health benefits
Transgender health care benefits
Wellness days
Abortion travel benefits
Financial & Retirement
401(K)
Company equity
Charitable contribution matching
Pay transparency
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
All parents get 12 weeks of leave, and birthing parents could receive up 8 additional weeks. We also provide generous fertility benefits with a lifetime maximum benefit of $30,000 USD.
Family medical leave
Adoption Assistance
HRA Infertility & Gender Dysphoria & Adoption Assistance: $10,000 per year, ($30,000 lifetime max) for covered infertility treatments, gender dysphoria services, and any expenses for finalized
Restricted work hours
Collaboration Hours for Zoom meetings and weekly focus time on No Meeting Wednesdays.
Fertility benefits
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Recharge with flexible PTO and 20+ companywide holidays, including week-long company shutdowns in summer and winter.
Paid holidays
Paid sick days
Flexible time off
Bereavement leave benefits
Company-wide vacation
Office Perks
Company-sponsored outings
Company-sponsored happy hours
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Lunch and learns
We have a “Courageous Conversations” speaker series as well as mentorship and 8 employee resources groups (ERGs) that host programming throughout the year.
Promote from within
Mentorship program
We recently launched a formal mentorship program with our Chief Legal Officer, Melanie Margolin called "Mentorship with Melanie."
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Personal development training

Additional Perks + Benefits

We offer a $1,000 USD/year remote work stipend to support career development, physical and emotional wellness, and caregiving. Amplify your growth with professional coaching from BetterUp and personalized mental health resources from Modern Health and Therify.

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