Senior Customer Success Manager

We are looking for a talented Enterprise Customer Success Manager to drive adoption, value realization, and long-term success within a portfolio of strategic enterprise accounts. By building trusted relationships with senior stakeholders and power users across each organization, you will deliver value at every stage of the customer lifecycle and help customers maximize their investment in ThoughtSpot.

If you’re a proactive customer champion—passionate about solving complex problems, aligning product capabilities to business outcomes, and serving as a strategic advisor—you’ll play a critical role in driving customer satisfaction, retention, and growth.

• Manage a portfolio of strategic enterprise accounts, including large global organizations, with responsibility for driving adoption, retention, and expansion of Annual Recurring Revenue.
• Build and maintain strong relationships with executive sponsors, champions, and cross-functional stakeholders within customer organizations.
• Serve as the primary point of contact for customers and advocate for their needs internally, ensuring feedback and requirements are communicated effectively to Product, Sales, Support, Services, and Marketing teams.
• Guide customers through the full lifecycle—from onboarding and adoption to long-term success and maturity on the platform.
• Partner closely with Account Executives and account teams to drive strategic account planning and identify opportunities for expansion.
• Develop a deep understanding of customers’ data and analytics environments to provide best-practice guidance and help maximize platform value.
• Lead executive business reviews, enablement sessions, and strategic value conversations with both technical and business stakeholders.
• Collaborate cross-functionally across ThoughtSpot teams to ensure successful outcomes and deliver tailored solutions for customers.
• Proactively identify risks to customer success and develop mitigation strategies to ensure strong retention and satisfaction.
• Deliver enablement and thought leadership through presentations, workshops, and customer engagements both virtually and in person.

• Experience managing complex enterprise or strategic accounts in a customer success, consulting, or account management role.
• Ability to engage both technical practitioners and senior business stakeholders, translating technical capabilities into business outcomes.
• A hands-on, problem-solving mindset and willingness to help customers navigate challenges and drive resolution when needed.
• Strong understanding of the analytics and BI ecosystem, including cloud data warehouses, ETL/data pipelines, and technologies such as SQL.
• Experience advising customers on adoption strategies and driving measurable business value through technology platforms.
• Strong consultative skills with experience delivering prescriptive recommendations based on best practices and customer success frameworks.
• Excellent project management, organization, and prioritization skills.
• Proven ability to manage escalations and complex stakeholder environments.
• Comfortable working cross-functionally with sales, product, support, and services teams.
• 5+ years of experience in customer-facing roles (Customer Success, Consulting, Sales Engineering, Support, or Services).

• 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.

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.

This office-assigned role is available as a hybrid position, reporting to the office in UK - London. Spotters assigned to an office are encouraged to experience the energy of their local office with an in-office expectation of 2-3 days per week. This approach balances the benefits of in-person collaboration and peer learning with the flexibility needed by individuals and teams.

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.

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.

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.