Manager, Customer Success

ThoughtSpot is redefining business intelligence through AI‑driven insights, and Customer Success is at the heart of that transformation. As a Manager of Customer Success, you will lead a high‑performing team of Customer Success Managers (CSMs) focused on driving adoption, measurable value, and net revenue retention across our enterprise customer base. 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, support career development, and 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, surface growth opportunities, and equip CSMs to influence renewals and upsells. Operational Excellence: Own team KPIs, lead regular inspection rhythms, 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 ensure a seamless post‑sale customer experience. Strategic Problem Solving: Guide the team through complex issues, customer risks, and escalations. Enable structured thinking, proactive risk mitigation, and creative solutions while fostering continuous learning 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, 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. Salary and Benefits In California, the estimated annual salary range for this role is $155,000–$220,000. In Illinois, the range is $140,000–$200,000. Actual compensation may vary and will be determined based on permissible, non‑discriminatory factors such as skills, qualifications, experience, and location of the selected candidate. Benefits may include: equity, company bonus or sales commissions/bonuses; 401(k) plan; medical, dental and vision benefits. AI Mindset Comfortably and confidently integrate artificial intelligence into your daily workflow to increase productivity and quality. Hands‑on experience leveraging AI tools (industry‑leading LLMs) to automate routine tasks and improve work quality. Use AI for research, content creation, and document summarization while maintaining ownership of judgment and final decisions. Write effective prompts to obtain accurate and creative results from AI tools. Demonstrate curiosity, adaptability, quick learning of emerging AI technologies, and critical thinking to discern when AI should be used versus human judgment. Hybrid Work 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 flexibility. ThoughtSpot welcomes diverse backgrounds and perspectives. #J-18808-Ljbffr