Customer Success Ops Architect

Thumbtack; Canada; Remote; CAD 90,000 - 120,000; Full time

Benefits offered by this job

Parental leave

Health insurance

Remote-first with in-person events

Wellness programs

Lunch-and-learn and Camp Thumbtack

Job summary

Thumbtack is seeking a Success Operations Analyst to own defined programs and drive impact from problem definition through launch, measurement, and iteration. You will connect analysis to action, balance autonomy with leadership support, and focus on customer success operations including recovery, cross-sell, and AI-enabled inbound call center work.

The role grows into broader programs as priorities shift, with opportunities to influence product, data science, and partnerships while improving

Qualifications

• 3–5 years of experience in Success Operations, Customer Success Operations, Marketplace Operations, Business Operations, program management, analytics, consulting, or a related field.
• Strong analytical judgment and experience working with operational data to define useful metrics and explain results.
• Proven ability to design and document processes, improve handoffs, and scale workflows with automation.
• Clear written and verbal communication with stakeholders through moderate ambiguity.
• Track record of delivering cross-functional operational work that improves customer outcomes and efficiency.

Responsibilities

• Own defined Success Operations programs, initially focused on customer recovery, cross-sell, contact strategy, and AI-enabled inbound call center operations.
• Set goals, milestones, owners, and success measures; manage launch and ongoing performance.
• Analyze conversion, retention, revenue, cost to serve, productivity, quality, and customer experience data.
• Coordinate execution across Success, Service, Partnerships, Product, Data Science, Engineering, Finance, Legal, and Marketing.
• Build and maintain reporting, playbooks, metric definitions, and quality controls for consistent program delivery.

Skills

SQL proficiency

Analytical reasoning

Cross-functional collaboration

Program management

Project management

Tools

BI tools

Job description

Thumbtack is seeking a Success Operations Analyst to own defined programs and drive impact from problem definition through launch, measurement, and iteration. You will connect analysis to action, balance autonomy with leadership support, and focus on customer success operations including recovery, cross-sell, and AI-enabled inbound call center work.

The role grows into broader programs as priorities shift, with opportunities to influence product, data science, and partnerships while improving