Job description
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 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 and oversees the onboarding experience of the new high potential professionals through a combination of outbound phone, email, text and chat efforts. Additionally, the Success team works closely with the product, category management, and marketing team to design and execute targeted campaigns to new and established professionals at Thumbtack
About the role
The Customer Success Manager serves as the primary post-sale point of contact for Thumbtack high-value professionals. Using in-depth knowledge of Thumbtack’s platform combined with a clear understanding of the pro’s goals, the CSM drives and increases adoption and usage of Thumbtack. With their deep product knowledge, the CSM demonstrates product features beyond central functionality to help our pros achieve their business results and maximum value from Thumbtack. CSM’s ensures best practices are adopted and platform functionality is fully utilized for the pro. CSM’s are the trusted advisor and drive outcomes that align with Thumbtack pros’ goals to drive engagement and satisfaction. The CSM may handle escalations and coordinate across functional areas of the company, including Sales, Product, Customer Support and Marketplace Trust & Safety.
What you’ll do
- Understand your professional’s strategic goals and challenges and support them to extract the full value of their Thumbtack experience by providing appropriate education, actionable advice, useful content, and clear communication as needed
- Based on pro-health (customer-health) and market indicators, prioritize your outreach efforts to mitigate churn and position for revenue growth
- Build and execute on account & action plans
- Introduce new product features and drive adoption of those features
- Propose expansion opportunities to meet the professional’s growth targets
- Translate pro feedback into product requirements
- Have strong knowledge of the Thumbtack platform, always staying up-to-date on the latest product updates understanding how this impacts pros in your portfolio
In order to be successful, you must bring
- Bachelor’s degree and 3+ yrs proactive, customer-facing/Success management experience preferred OR 5+ years of relevant customer-facing/Success management experience required.
- Experience managing a portfolio of accounts and met or exceeded revenue target
- Demonstrated ability to build strong customer relationships and deliver a customer-centric solution
- SFDC experience a must
- Experience with analyzing data, deriving and communicating insights
- Ability to create basic reports in Google Sheets and basic presentations in Google Slides, along with general Google Suite knowledge
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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: [email protected].
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/ .
