Customer Success Manager

What’s The Role?

We’re looking for an experienced Customer Success Manager (CSM) to drive adoption, engagement, and growth across a portfolio of high-value customer accounts. You’ll build trusted relationships, act as a strategic advisor, and guide customers throughout their journey – from onboarding to long-term success.

If you’re a proactive, customer-first thinker who enjoys solving problems, connecting technical value to business outcomes, and becoming a true partner to your clients, we’d love to hear from you.

What You’ll Do:

• Partner with Account teams to manage multiple strategic enterprise accounts, helping drive annual recurring revenue and long-term retention.
• Cultivate strong customer relationships through proactive engagement and champion building.
• Act as the primary contact for your accounts, translating customer use cases, goals, and requirements into actionable insights for cross-functional teams (Sales, Product, Marketing, Support, Services).
• Guide customers throughout their lifecycle – onboarding, adoption, and continued success.
• Understand customer business objectives and help them maximise the value of ThoughtSpot in achieving those goals.
• Gain a deep understanding of each customer’s technical configuration and provide best practice guidance.
• Collaborate internally to tailor solutions that fit each customer’s needs and maturity.
• Identify areas of growth within your accounts and support expansion efforts through consultative, value-driven engagement.
• Deliver engaging demos, enablement sessions, and presentations – both in person and virtually.

What You Bring

• You’re a strong communicator who can bridge the gap between technical and non-technical stakeholders.
• A hands-on approach – you’re willing to dive in to help resolve customer issues or triage them effectively.
• Proven ability to guide customers through technical challenges while expanding platform usage.
• Strong understanding of the data/BI space, including cloud data warehouses, ETL pipelines, and tools such as SQL.
• Background in consulting or advisory roles, with experience applying playbooks and frameworks to drive customer success.
• Passion for analytics, with a drive to deeply understand our platform and its business value.
• 3+ years’ experience in customer-facing roles (Customer Success, Pre-Sales, Support, Services, Solution Architecture).
• Skilled in navigating change management, probing for business outcomes, and building strategies to deliver results.
• Solid project management skills and the ability to manage stakeholders at all levels.
• Organised, self-directed, and comfortable operating in a fast-paced, collaborative environment.
• Bachelor’s degree preferred but not required.

What Sets You Apart:

• Experience with data ecosystems – data sources, ETL tools, data warehousing, and modelling concepts.
• Familiarity with BI platforms such as ThoughtSpot, Looker, Tableau, Power BI, MicroStrategy, Qlik, Sigma, or similar.
• Exposure to ETL tools like Fivetran, Alteryx, Talend, SSIS, Informatica, or others is a plus.
• Previous experience running or supporting a BI Centre of Excellence is advantageous.
• Willingness to travel to meet customers and build meaningful relationships.
• A passion for early-stage environments – adaptable, solutions-focused, and process-minded.
• Strong documentation habits and a desire to help shape the Customer Success function.
• Naturally customer-centric with a high EQ and a drive to advocate for customer needs.

#LI-Hybrid

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.

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