Success Team Manager (Growth and Retention) - B2B

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 Pro Success Manager, you'll be a hands-on people leader focused on helping Pros get real, measurable value from Thumbtack. You'll lead a team of Success Specialists who drive retention, product satisfaction, and growth across their Pro portfolios. You'll ensure the team delivers consistent results through coaching, data-driven execution, and operational discipline. This role is ideal for a leader who thrives in the details — motivating people, refining playbooks, and translating insights into immediate action to reduce churn and improve satisfaction. WHAT YOU’LL DO - Lead and coach a team: Manage 8-10 Success Specialists responsible for retention, satisfaction, churn prevention, and growth. - Churn prevention: Use health signals and reporting to identify risk; coach your team on recovery tactics and ensure follow-through. - Drive product satisfaction: Ensure pros understand and adopt high-impact features; provide feedback loops to Product for improvement. - Renewals and expansion: Support your team in executing renewals and identifying upsell opportunities with structure and consistency. - Data-driven leadership: Monitor metrics (NRR, GRR, churn rate, CSAT, adoption, TTV); use insights in 1:ls and team reviews to drive performance. - Process excellence: Implement playbooks for onboarding, adoption, renewal, and QBRs; identify process gaps and propose fixes. - Cross-functional co

Department: Success; Team: Success