Manager, Customer Success

Manager Of 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'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

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.

Mandatory and Required Skills for All ThoughtSpot Roles

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

• Comfortably and confidently integrate artificial intelligence into their daily workflow to increase productivity and quality.
• Hands-on experience to leverage AI tools (industry-leading LLMs) to increase productivity, automate routine tasks, and improve work quality.
• Speak to the experience of using AI for research, content creation, and document summarization while maintaining ownership of judgment and final decisions.
• Write effective prompts to get the most accurate and creative results from AI tools.

Spotters are expected to exemplify these key traits and AI Mindset:

• Curiosity in exploring new AI tools
• Adaptability to quickly learn and implement new, emerging AI technologies
• Critical thinking to know when to identify when AI should be used versus when human judgement is necessary

This combination of curiosity, adaptability, and discernment defines the AI mindset, and it's required for every role at ThoughtSpot.

AI Mindset for All Spotters

At ThoughtSpot, we believe AI is a necessary and essential part of how we work. Every role, across every team, is expected to be fluent and comfortable with using AI to do their best work.

All Spotters are expected to experiment with ThoughtSpot's AI tools (like Spotter and SpotterViz) and leading industry LLMs to streamline workflows, enhance output, and uncover new insights. Whether drafting content, analyzing data, or summarizing documents, AI is a daily partner. We value curiosity, openness to learning, and thoughtful application of AI to create real value. Training and resources are provided so every Spotter can confidently create with AI.

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.

ThoughtSpot for All

At ThoughtSpot, diverse teams build better products. Complex data problems need many perspectives, not just one. We welcome different backgrounds, identities, and experiences, and we work to create a place where everyone can be themselves and do their best work. If this role excites you and you believe you're a strong match, we encourage you to apply.

What Makes ThoughtSpot a Great Place to Work?

ThoughtSpot is the Agentic Analytics Platform that empowers every enterprise to transform insights into action, on a mission to make the world more fact driven. We hire people with unique identities, backgrounds, and perspectives - this balance-for-the-better philosophy is key to our success. When paired with our culture of Trust, Customer Obsession, Innovation and Intensity, ThoughtSpot cultivates a respectful culture that pushes norms to create world-class products. If you're excited by the opportunity to work with some of the brightest minds in the business and make your mark on a truly innovative company, we invite you to read more about our mission, and apply to the role that's right for you.

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.