Customer Success Manager (Retention & Growth)

<div class="content-intro"><h2><strong data-stringify-type="bold">Thumbtack helps millions of people confidently care for their homes.</strong></h2> <p>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.</p></div><h2><strong>About the Success Team</strong></h2> <p>We are a rapidly growing organization looking for highly motivated individuals to join us in scaling our success team. Our culture prides itself on diversity and inclusion and our mission is to help people care for their homes, and that's where you come in.</p> <h2><strong>About the Role</strong></h2> <p>As a Customer Success Manager (CSM), you bring our Thumbtack mission to life! This leadership role is a part of our outbound sales and success efforts, where you would work specifically with a team to resolve customer plans to service their homes. By coaching your team in handling customer requests through our users' different channels (phone, chat, SMS, and email), you navigate the challenges of customer needs, profile requests, and more specifically service inquiries. Our best Managers are enthusiastic individuals who thrive in a fast-paced revenue-driving environment that builds customer trust, loyalty, and drive departmental goals with their team of individual contributors. </p> <p>The ideal candidate will have a proven track record in outbound and inbound sales efforts, with experience in recovery and expansion programs. Must also be adaptable in your sales pitch to meet customer and departmental needs. </p> <h2><strong>What you’ll do</strong></h2> <ul> <li>Oversee a team of 8-10 Success Associates that work with our customers directly and the revenue goals tied to each. </li> <li>Be an advocate for your team along with the growth and expansion of our customers' requests. </li> <li>Manage a team that works with some of our top customers, in high-demand areas on Thumbtack, to drive long-term retention and growth. Coaching your team to understand your customers' project goals, needs, and challenges so you can help them extract the full value of their Thumbtack experience. </li> <li>Creating moments of thoughtful recognition for our customers to show them how appreciative we are of our partnership and how our tool can change the process of completing home projects. </li> <li>Provide appropriate education, actionable advice, useful content, and clear communication as needed to your associates.</li> <li>Become an expert of the Thumbtack product and clearly articulate how we will help your customers complete their projects. </li> <li>Act as a bridge between the customer, our pros, and Thumbtack, providing feedback about the product to our internal product teams.</li> <li>Leverage a new revenue and sales-focused experience for our agents driving to company goals.</li> </ul> <h2><strong>In order to be successful, you must bring</strong></h2> <ul> <li data-start="351" data-end="400">Background in revenue- and growth-driving teams.</li> <li data-start="403" data-end="543">Minimum of 5+ years of experience in customer success, sales, account management, consulting, leadership, or similar customer-facing roles.</li> <li data-start="546" data-end="702">Demonstrated ability to manage a portfolio of accounts, build strong customer relationships, and deliver customer-centric solutions that meet defined KPIs.</li> <li data-start="705" data-end="785">Strong interest in technology, with curiosity and eagerness to build and learn.</li> <li data-start="788" data-end="868">Proven ability to effectively manage, prioritize, and maximize ... (truncated, view full listing at source)