Customer Success Manager, Taskrabbit

• Based in London with the ability to go into the office on Tuesdays and Wednesdays, with availability to potentially travel to other main regions as required
• 3+ years in marketplace operations, customer success, community management, or comparable roles
• Bachelor’s degree or equivalent practical experience
• Full professional fluency in English
• A proficient user of data to derive actionable insights and make decisions
• A highly effective and confident communicator and negotiator virtually, on the phone, and in person; a skilled facilitator who can engage audiences from 1 to 100
• A self-starter who’s opportunistic and comfortable with problem-solving on the fly in a fast-paced environment and knows when to ask for help
• A low‑ego collaborator who thrives in fast‑moving, globally distributed teams
• Demonstrated experience managing and maintaining strong relationships with cross-functional teams to drive results and achieve business objectives
• An enthusiastic “people person” who derives joy from helping people succeed
• Well organized with excellent time management and prioritization skills, and phenomenal attention to detail
• Bring passion and playfulness to your work and those around you
• Proficient with BI, Google Workspace, and customer success tools

Desirable

• Taskrabbit connects busy people in need of help with trusted local Taskers who can lend a hand with everything from home repairs to errands, with the goal of being the number one home services platform in the countries we serve
• A Tasker gets paid to do what they love, when and where they want — all while saving the day for someone in their city
• The Tasker Success team helps Taskers achieve their personal tasking goals using Taskrabbit
• The Tasker Success Manager plays a critical role in onboarding Taskers seamlessly, nurturing them, ensuring that they are fully utilized and retained, and building satisfaction with the platform
• We’re proactive—helping Taskers before they realize they need support
• These approaches, employed at the local level, result in higher quality, more retentive, and more satisfied Taskers
• The work you do will support our overall managed marketplace strategy, helping to ensure that every job gets done so well that Taskers and clients come back again and again
• You will be responsible for a specific set of metropolitan areas, driving key metrics for the company as well as supply alignment in those metros, which result in increased invoices and revenue
• You will be the face of Taskrabbit to Taskers in your market and seen as a regional expert across the organization
• Drive invoices and revenue by analyzing supply data and taking targeted actions to improve supply health, booking conversion, and Tasker quality at key stages of the Tasker lifecycle—including activation, billing, retention, and churn. Advise and/or take direct action to acquire quality Taskers when needed
• Act as a regional subject-matter expert—monitoring market performance, responding to data trends, and tailoring programs and supply tactics to local dynamics and Tasker performance
• Help Taskers in your Book of Business thrive through performance coaching (in 1:1 and group settings) in person and virtually, at every stage of the Tasker lifecycle
• Actively grow Tasker participation in scaled lifecycle programs to reach more Taskers. Determine the most effective communication channels to reach Taskers
• Master the Tasker lifecycle and use data-driven insights to identify gaps, recommend cross-functional improvements, and drive better outcomes throughout the entire platform experience
• Demonstrate strong data fluency to communicate performance insights and business impact to various teams and leadership
• Design and lead experiments to improve supply alignment and Tasker success
• Be a product expert. Know what features are live, how they work, and be able to explain them to an external audience. Validate and submit bug reports when we hear issues from Taskers
• Lead community engagement efforts—hosting office hours, profile workshops, and Tasker socials to foster a vibrant and inclusive community
• Work crossfunctionally with Product, Customer Support, Partnerships, Marketing, Legal, and other Commercial Operations teams to advocate for solutions that support Taskers and drive invoices and revenue
• Share learnings, pitfalls, and wins with the global Tasker Operations team to improve programs and/or create new ones
• Travel up to 10% for metro-specific and team events