Customer Success: Onboarding Specialist at Thumbtack
Draper, UT, US

Have you ever tried to hire a plumber, a personal trainer, or find the perfect caterer? If you have, chances are it took you way longer than it should. In the era of instant-everything, it’s crazy that you still have to waste an entire afternoon researching, calling and vetting local service professionals whenever you need one. The market for hiring them is huge — $1 trillion in the US alone — but the process is inefficient and largely offline.

Thumbtack is transforming this experience end-to-end, building a marketplace that matches millions of people with local pros for almost any project. In making these connections, not only do our customers get more done every day, our pros are able to grow their businesses and make a living doing what they’re great at.

About the Success Team

The Success Team is a fast-evolving team designed to drive results for our Thumbtack Professionals. We are product experts responsible for ensuring Thumbtack Pros are set up to get the right leads from the right customers through providing insights, coaching, and holding them accountable to goals.

Currently, the Success Team manages the outcomes of Thumbtack’s most successful and engaged professionals and oversees the onboarding experience of the new high potential professionals through a combination of outbound phone, email, text and chat efforts. Additionally, the Success team works closely with the sales, product, category management, and marketing team to design and execute targeted campaigns to new and established professionals at Thumbtack.

About the Role

As an Onboarding Specialist, you are providing the foundation for a long-term partnership. You are a Thumbtack advocate and have a teacher and coach mentality and always keeping the pros success as your main objective. This is done through understanding the pros goals and providing a world-class onboarding experience to help our pros get the right leads and maximize the value of our platform. 


  • Help pros understand how to extract the full value of their Thumbtack experience by providing appropriate education of how Thumbtack works and give actionable advice on how they best can create a winning account to get the right leads
  • Drive your pros advancement through the onboarding phase and facilitate proper handoff to other Success teams
  • Ensure pros are hire-ready with profiles and preferences completed so they get the right customers and are engaged with the platform
  • Introduce and educate pros on new and existing product features and drive adoption of those features
  • Share best practices with professionals and colleagues that will drive long-term and short-term success, both for the Onboarding team and the Pro
  • Capture specific pro feedback and advocate for product and experience changes
  • Become better at what you do every day!

Must-Have Qualifications 

If you don't think you meet all of the criteria below but still are interested in the job, please apply. Nobody checks every box, and we're looking for someone excited to join the team.

  • 3+ years relevant Sales, Customer Success and/or Customer Support experience preferred
  • Associate Degree preferred; working towards Bachelors Degree a plus
  • Ability to work in a fast-paced and agile environment, but also help build scalable and sustainable processes
  • Technology enthusiast, positively curious, and eager to build and learn
  • Build strong customer relationships and deliver customer-centric solutions
  • More About You:
    • Readily relates openly and comfortably with a diverse group of people.
    • Easily develops and delivers multi-mode communication that conveys a clear understanding of the unique needs of different audiences
    • Actively seeks new ways to grow and be challenged using both formal and informal development channels.

Nice-to-Have Qualifications

  • We Experience managing a portfolio of accounts 
  • Experience with analyzing data, deriving and communicating insights
  • Experience with Salesforce, Tableau and Google Suites

More about us:

Thumbtack is a local services marketplace that connects customers who need to get things done with local, skilled professionals who can help. From plumbers and painters to DJs and personal trainers, Thumbtack helps millions of customers find the right professional for their project in 1,000 unique categories. Founded in 2009 and headquartered in San Francisco, Thumbtack is backed by over $250 million in investment from Sequoia Capital, CapitalG, Tiger Global Management, Javelin Investment Partners and Baillie Gifford.

Thumbtack embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.