Senior Manager, Customer Success

The Role:

ThoughtSpot is redefining business intelligence through AI-driven insights, and Customer Success is at the heart of that transformation. As a Senior Manager of Customer Success, you’ll lead a high-performing team of CSMs focused on driving adoption, measurable value, and net revenue retention across our enterprise customer base.

You’ll be a strategic operator and team builder, responsible for scaling systems, developing talent, and collaborating cross-functionally to drive customer outcomes and company growth. This role reports to the Director of Customer Success and partners closely with Sales, Product, CS Architects, and Operations.

Location(s): Chicago or Mountain View

What You'll Do:

Team Leadership & Coaching

• Lead and grow a team of CSMs focused on adoption, retention, and expansion.
• Define success metrics, manage performance, and support career development.
• Serve as a strategic escalation point for your team and customer portfolio.

Customer Outcomes & Revenue Growth

• Drive NRR through proactive value realization and expansion strategies.
• Partner with Sales to co-develop account strategies and surface growth opportunities.
• Equip CSMs to navigate complex customer orgs and influence renewals and upsells.

Operational Excellence

• Own team KPIs and lead regular inspection rhythms to track performance.
• Identify inefficiencies and work with CS Ops to scale processes and systems.
• Leverage tools and data to drive consistency, predictability, and customer health.

Cross-Functional Collaboration

• Align closely with Product, Sales, and Support to represent the voice of the customer.
• Influence internal roadmaps and drive a seamless post-sale customer experience.
• Act as a strategic partner to internal leaders, surfacing insights and solutions.

Strategic Problem Solving

• Guide the team through complex issues, customer risks, and escalations.
• Enable structured thinking, proactive risk mitigation, and creative solutions.
• Foster a culture of continuous learning, feedback, and adaptability.

What You Bring:

• 2+ years managing Customer Success or post-sale teams; 5+ years in enterprise SaaS CS or AM roles
• Proven success driving NRR, adoption, and strategic account growth.
• Strong coaching, team development, and performance management experience.
• Operational rigor with data fluency and experience optimizing CS processes.
• Skilled in cross-functional collaboration, customer advocacy, and executive communication
• Growth mindset with a passion for learning, iteration, and leading through change.

Hybrid Work at ThoughtSpot

Spotters are expected in-office 3 days per week to experience the energy of their local office. This approach balances the benefits of in-person collaboration and peer learning with the flexibility needed by individuals and teams.

About ThoughtSpot

The world’s most innovative companies turn to ThoughtSpot’s AI-Powered Analytics to put data in the hands of everyone, from the C-suite to the frontline. With simple, natural language search and AI, anyone can ask questions, discover insights, and act with confidence. Unlike legacy tools that sacrifice performance for complexity, ThoughtSpot is intuitively designed for every business user while being built to handle the most complex, large-scale data, wherever it resides. This unique combination of speed and simplicity is why enterprise leaders trust ThoughtSpot to transform decision-making into a truly data-driven culture.

At ThoughtSpot, we’re a curious, data-driven bunch. We believe the world works better when everyone has access to facts. That’s why we build products that make asking and answering data questions as natural as having a conversation.

Mandatory and Required Skills for All ThoughtSpot Roles

Spotters are expected to demonstrate AI literacy and workflow integration to include to ability to:

• Comfortably and confidently integrate artificial intelligence into their daily workflow to increase productivity and qual