Customer Success Operations Manager  

Thumbtack helps millions of people confidently care for their homes.

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.

About the Customer Success Team

The Customer Success team is responsible for driving measurable business growth by helping customers realize value throughout their lifecycle. Through proactive engagement, personalized guidance, and timely intervention, the team influences key business outcomes, including customer acquisition, revenue growth, retention, and reactivation. The organization is built on operational excellence, accountability, and a culture of continuous learning, where coaching, experimentation, and performance optimization are central to how we work and scale.

About the role

As a Sr. Manager of Customer Success, you will serve as the operational backbone of the Success team, sitting between senior leadership and our frontline Success Managers. This is a hands-on execution role: you will be on the floor, listening to calls, in the data, and in the weeds alongside your managers every day.

You will own the day-to-day operational rhythm of your leadership team, ensuring frontline managers have the coaching, clarity, and tools they need to hit revenue targets and develop their agents. You will also serve as the primary owner of manager performance, including direction in process improvement initiatives, and execution of strategy with cross-functional teams.

This role is ideal for someone who thrives in fast-paced, metrics-driven environments, leads with accountability, has a genuine passion for developing people leaders, and can translate complex performance data into clear, actionable direction for their team.

What you’ll do

• Lead, coach, and develop a team of Customer Success Managers, fostering a high-performance culture through structured coaching, accountability, recognition, and career development.
• Establish scalable coaching frameworks that enable managers to improve team performance, call quality, customer outcomes, and data-driven decision making.
• Own the day-to-day operational rhythm, ensuring seamless execution through performance monitoring, real-time decision making, and effective cross-functional coordination.
• Serve as the primary escalation point for operational challenges, customer issues, and process questions, driving timely resolution and continuous improvement.
• Partner with senior leadership to execute revenue and customer success goals by translating business priorities into clear team objectives and measurable action plans.
• Analyze performance trends to proactively identify risks and opportunities, implementing targeted coaching and operational interventions to improve results.
• Leverage data and reporting to provide actionable business insights, empower managers to independently manage performance, and inform strategic decisions.
• Lead cross-functional process improvement initiatives that enhance operational efficiency, team productivity, customer experience, and business outcomes.
• Ensure workforce planning, capacity, and resource allocation effectively support customer demand while maintaining service quality and team performance.

In order to be successful, you must bring

• 8+ years of people leadership (Preferably within Success and account management) experience in a high-volume, performance-driven operations environment; at least 2 years managing other managers or team leads.
• Demonstrated track record of owning revenue or conversion performance targets and delivering results through a manager layer.
• Strong coaching instincts — you know how to develop leaders, not just manage them.
• Comfortable in the data: able to read performance dashboards, identify root causes, and translate findings into clear direction for your team.
• Exceptional communicator — direct, clear, and effective across all levels.
• High operational IQ: You thrive on the floor, enjoy the daily rhythm of execution, and bring structure to ambiguous situations.
• Experience leading process improvement initiatives from problem identification through sustainable implementation.
• Experience in an outbound revenue-generating success team or sales-adjacent customer success environment.
• Familiarity with incrementality measurement, holdout testing, or ROI-based performance frameworks.
• Familiarity with WFM tools and concepts.
• Experience with ROI vs quality analytics frameworks.
• Comfort working across time zones with global stakeholders