Customer Success Manager (CSM)

About the role

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.

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.

What you’ll do

• Oversee a team of 8-10 Success Associates that work with our customers directly and the revenue goals tied to each.

• Be an advocate for your team along with the growth and expansion of our customers' requests.

• 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.

• 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.

• Provide appropriate education, actionable advice, useful content, and clear communication as needed to your associates.

• Become an expert of the Thumbtack product and clearly articulate how we will help your customers complete their projects.

• Act as a bridge between the customer, our pros, and Thumbtack, providing feedback about the product to our internal product teams.

• Leverage a new revenue and sales-focused experience for our agents driving to company goals.

In order to be successful, you must bring

• Must have a background with revenue and growth-driving teams.

• Minimum 2+ years of experience in customer success, sales, account management, consulting, leadership roles or similar customer-facing roles.

• Demonstrated ability to manage a portfolio of accounts, build strong customer relationships and deliver a customer-centric solution that met defined KPIs.

• Technology enthusiast, positively curious, and eager to build and learn.

• Proven ability to manage, utilize, and prioritize your time and efforts.

• Ability to work cross-functionally within an organization to drive results

• Exceptional verbal and written communication: clear, on point and confident

• Sales, Success, or GTM leadership, with a focus on revenue-driving teams.

• Experience working for a company offering services through an online Marketplace

• Salesforce or similar CRM experience

• Quick learner that can incorporate industry and vertical-specific jargon in your communication with customers.