The Role

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

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.

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.

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.