Manager, Customer Success

About the role

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

Responsibilities

• 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 to 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.
• 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
• What Makes ThoughtSpot a Great Place to Work

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