thumbtack - Customer Success Operations Manager

• 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 • Actual offered salaries will vary and will be based on various factors, such as calibrated job level, qualifications, skills, competencies, and proficiency for the role. • Thumbtack embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, pregnancy, sexual orientation, gender identity or expression, religion, national origin, ancestry, citizenship, marital status, military or veteran status, genetic information, disability status, or any other characteristic protected by federal, provincial, state, or local law. We also will consider for employment qualified applicants with arrest and conviction records, consistent with applicable law. • Thumbtack is committed to working with and providing reasonable accommodation to individuals with disabilities. If you would like to request a reasonable accommodation for a medical condition or disability during any part of the application process, please contact: [email protected]. • For information about how Thumbtack collects, uses, and shares personal information about job applicants, please see our Job Applicant Privacy Policy https://www.thumbtack.com/job-applicant-privacy-policy. • We put as much craftsmanship into candidate safety as we do into the hiring experience itself. While scammers may try to impersonate our team, we’ll never ask you for money, banking info, or SSNs during hiring. Check out our blueprint on how to spot the fakes. https://careers.thumbtack.com/recruiting-scams