What’s 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 in the East region.

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 New York

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.

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What makes ThoughtSpot a great place to work?

ThoughtSpot is the experience layer of the modern data stack, leading the industry with our AI-powered analytics and natural language search. 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 Selfless Excellence and our drive for continuous improvement (2% done), 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.

ThoughtSpot for All

Building a diverse and inclusive team isn't just the right thing to do for our people, it's the right thing to do for our business. We know we can’t solve complex data problems with a single perspective. It takes many voices, experiences, and areas of expertise to deliver the innovative solutions our customers need. At ThoughtSpot, we continually celebrate the diverse communities that individuals cultivate to empower every Spotter to bring their whole authentic self to work. We’re committed to being real and continuously learning when it comes to equality, equity, and creating space for underrepresented groups to thrive. Research shows that in order to apply for a job, women feel they need to meet 100% of the criteria while men usually apply after meeting 60%. Regardless of how you identify, if you believe you can do the job and are a good match, we encourage you to apply.