Growth & Retention Pro Success Manager — Remote

Thumbtack; Philippines; On-site; PHP 7,385,000 - 11,077,000; Full time

Job summary

Thumbtack is seeking a Pro Success Manager to lead a team of 8–10 Success Specialists focused on retention and growth across Pro portfolios. You will coach and drive outcomes through data‑driven action and operational discipline.

You will guide renewals, identify upsell opportunities, and collaborate with Product, Marketing, and Sales to improve satisfaction and reduce churn across global teams.

Qualifications

• 8+ years leading Customer Success, Account Management, or similar post‑sales teams in B2B/SaaS.
• 3+ years leading Sales teams with quotas and KPIs.
• Experience managing large strategic clients across time zones.
• Strong track record of retention, satisfaction, and revenue results.
• Excellent communication and influencing skills.
• Able to use CRM and analytics tools to drive decisions.

Responsibilities

• Lead and coach a team of 8–10 Success Specialists for retention and growth.
• Identify churn risk using health signals and coach recovery tactics.
• Drive product satisfaction and promote high‑impact features.
• Support renewals and upsell opportunities with structure.
• Monitor metrics (NRR, GRR, churn, CSAT, adoption, TTV) to guide plans.
• Develop playbooks for onboarding, adoption, renewal, and QBRs.
• Partner with Product, Marketing, and Sales for feedback.
• Coach talent development and celebrate wins across teams.
• Encourage success stories and testimonials from Pros.

Skills

Leadership

Coaching

Cross-functional collaboration

Communication

AI literacy

Data-driven leadership

Operational mindset

Remote talent development

Tools

Salesforce

Gainsight

ChurnZero

Looker

Tableau

Google Sheets

Job description

Thumbtack is seeking a Pro Success Manager to lead a team of 8–10 Success Specialists focused on retention and growth across Pro portfolios. You will coach and drive outcomes through data‑driven action and operational discipline.

You will guide renewals, identify upsell opportunities, and collaborate with Product, Marketing, and Sales to improve satisfaction and reduce churn across global teams.