Pro Success Manager II
Thumbtack
full-time
Posted on:
Location Type: Remote
Location: Canada
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Salary
💰 CA$97,800 - CA$126,500 per year
About the role
- Lead and coach a team of 8–10 Success Specialists responsible for retention, satisfaction, churn prevention, and growth
- Improve gross and net revenue retention through proactive outreach, renewal readiness, and risk mitigation
- Identify at-risk Pros using health signals and coach effective save and recovery strategies
- Drive adoption of high-impact Thumbtack features and close feedback loops with Product partners
- Monitor and act on performance metrics including NRR, GRR, churn, CSAT, adoption, and time-to-value
- Implement and refine playbooks for onboarding, adoption, renewals, and QBRs to improve consistency and outcomes
Requirements
- 8+ years of experience in Customer Success, Account Management, or post-sales leadership in a B2B, SaaS, or marketplace environment
- 3+ years of experience leading quota- and KPI-driven customer-facing teams
- Proven success driving retention, satisfaction, and revenue outcomes across measurable KPIs
- Strong people leadership skills with experience coaching, developing, and managing performance
- Comfort using data, CRM, and customer success tools to diagnose issues and drive decisions
- Experience working across time zones and leading remote or offshore teams
- Excellent communication skills with the ability to balance empathy and accountability.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer successaccount managementperformance metricsretention strategiesKPI-driven leadershipdata analysiscoachingonboardingrenewalsQBRs
Soft skills
people leadershipcommunicationempathyaccountabilityteam managementcoachingdevelopmentperformance managementremote team leadershipcross-time zone collaboration