Join Thumbtack as a Success Operations Analyst I to improve customer success operations and drive impactful changes.
Posted by employer 3 days ago
First seen on Joblaze 2 days ago
Last verified on the company career page 16 hours ago
What you'll build
- Own defined Success Operations programs
- Analyze conversion, retention, revenue, cost to serve, productivity, quality, and customer experience data
- Improve operational workflows
- Test new approaches within your programs
- Coordinate execution across various teams
Must have
- 3–5 years of experience in Success Operations, Customer Success Operations, or related field
- Strong analytical judgment and experience working with operational data
- Working proficiency with SQL and business intelligence or reporting tools
- Experience designing and documenting processes
- Clear written and verbal communication
AI in the day-to-day
Practical experience using AI in repeatable work, checking its outputs, and identifying where human judgment or review is needed.
Requirements
- Experience
- 3–5 years
Not disclosed in this posting: visa sponsorship.
Joblaze summary
In the role of Success Operations Analyst I at Thumbtack, the individual will manage specific programs related to customer recovery and operational workflows, ensuring effective execution from inception to measurement. Key skills include strong analytical capabilities, proficiency in SQL, and experience with AI tools to enhance operational efficiency. This position is suited for candidates with 3-5 years of relevant experience in operations or analytics, particularly those who can navigate ambiguity and drive cross-functional collaboration. The Success Operations team focuses on improving customer outcomes through structured processes and data-driven insights.
Joblaze insights
- Listed 2 days ago — first seen on Joblaze September 27, 2026. Last confirmed on Thumbtack's careers page September 29, 2026.
- Starts above 48% of 31 comparable mid other roles in Canada we track (median $56,183 across 15 companies).
Quick facts
- Is the Success Operations Analyst I role remote?
- Yes — Thumbtack lists this as a fully remote position.
- What's the salary range?
- Thumbtack lists CAD 78,200–CAD 101,200 for this role.
- How much experience is required?
- 3–5 years of relevant experience for this Success Operations Analyst I role.
- What seniority level is this role?
- Thumbtack targets mid-level candidates for this position.
- Is this full-time or contract?
- Full-time for this Success Operations Analyst I role at Thumbtack.
From the original posting
About the Success Operations Team
Success Operations designs the programs, processes, tools, and operating rhythms that help Thumbtack’s Success organization serve customers and pros effectively. We turn company priorities into measurable work across customer recovery, Pro Success, partner fulfillment, and other marketplace operations. Our team partners with Success, Service, Product, Data Science, Engineering, Finance, and other functions to improve outcomes and make frontline work more reliable. We combine analysis with hands-on program delivery, testing changes and scaling what works.
About the role
As a Success Operations Analyst, you’ll independently own defined programs and process areas while helping advance larger, multi-quarter priorities. You’ll bring structure to moderate ambiguity, connect analysis to action, and drive work from problem definition through launch, measurement, and iteration. You’ll operate with a blend of autonomy and manager support, making sound decisions within your scope and escalating tradeoffs or dependencies when needed.
Your initial portfolio is expected to focus on Customer Success operations, including customer recovery and cross-sell, contact strategy, unresponsive-customer workflows, and our AI-enabled inbound call center program. As priorities change, you may also contribute to Pro Success, supply and fulfillment, partnerships, experiments, and team-wide planning and reporting.The right person will improve how today’s work runs while spotting where AI and automation make an entirely better workflow possible.
What you’ll do
Own defined Success Operations programs, initially focused on customer recovery, cross-sell, contact strategy, unresponsive-customer workflows, and AI-enabled inbound call center operations. Set goals, milestones, owners, and success measures; manage launch and ongoing performance.
Analyze conversion, retention, revenue, cost to serve, productivity, quality, and customer experience data. Validate results, investigate changes, and turn findings into clear recommendations and next steps.
Improve operational workflows by finding failure points, clarifying handoffs, documenting procedures, and implementing changes that increase speed, quality, and reliability.
Test new approaches within your programs, including approved AI tools and lightweight automation. Verify outputs, measure impact, and work with technical partners when broader system changes are needed.
Coordinate execution across Success, Service, Partnerships, Product, Data Science, Engineering, Finance, Legal, and Marketing. Align stakeholders, surface risks, resolve dependencies, and communicate decisions and progress.
Build and maintain the reporting, playbooks, metric definitions, and quality controls that help teams run programs consistently and identify where to improve.
3–5 years of experience in Success Operations, Customer Success Operations, Marketplace Operations, Business Operations, program management, analytics, consulting, or a related field.
A track record of independently delivering cross-functional operational work that improved customer outcomes, growth, efficiency, quality, or reliability.
Strong analytical judgment and experience working with operational data, including defining useful metrics, investigating root causes, and explaining results and limitations.
Working proficiency with SQL and business intelligence or reporting tools, or equivalent experience independently accessing, combining, and interpreting operational data.
Experience designing and documenting processes, improving handoffs, and using systems or automation to make work more scalable.
Practical experience using AI in repeatable work, checking its outputs, and identifying where human judgment or review is needed.
Clear written and verbal communication, sound prioritization, and the ability to move work forward with stakeholders through moderate ambiguity.
Expected salary ranges
For candidates living in Ontario and British Columbia, the expected total cash compensation (base salary + variable pay, if applicable) range for this role is currently $78,200 - $101,200
Standard company text repeated across Thumbtack's postings is omitted here.