Customer Success Manager

The Role
As a Customer Success Manager, you are the primary owner of the customer relationship and the main advocate for your customers within ThoughtSpot. You will guide a portfolio of customers through their entire journey, from onboarding to renewal, ensuring they are continuously realizing value from our platform. Your goal is to transform customers into lifelong advocates by deeply understanding their business objectives and helping them achieve success.

You will leverage AI and automation tools to personalize customer engagements, uncover adoption gaps, and drive measurable business outcomes across your portfolio. By combining deep domain knowledge with AI-driven insights, you will help customers extract maximum value from ThoughtSpot and continuously optimize their analytics strategies.

Location: Germany (Remote)

What You’ll Do:

• Build Lasting Relationships: Own and nurture relationships across a portfolio of customers, establishing yourself as their trusted partner and primary point of contact. Use AI-driven insights to anticipate needs and tailor engagements.

• Drive Value & Adoption: Proactively guide customers to achieve their business goals by defining success criteria, identifying impactful use cases, and driving broad user adoption. Leverage AI and analytics to prioritize opportunities and personalize adoption strategies.

• Manage the Customer Lifecycle: Seamlessly manage the post-sale journey, including onboarding, regular business reviews, and renewal planning, ensuring a positive experience and minimizing churn. Use AI tools to track usage patterns and proactively identify risks or adoption gaps.

• Identify Growth Opportunities: Act as the eyes and ears of the customer, identifying opportunities for expansion (upsell/cross-sell) and collaborating closely with your Sales counterparts. Harness AI insights to uncover untapped potential in customer accounts.

• Be the Customer's Quarterback: Coordinate internal resources across Support, Services, and Product to meet customer needs and manage escalations effectively. Use AI-driven recommendations to inform decisions and streamline issue resolution.

What You Bring:

• Customer Obsessed & Empathetic: You have a genuine passion for helping customers succeed and a natural ability to listen and understand their unique challenges and goals.

• Proactive & Results-Oriented: You don’t wait for customers to come to you. You anticipate their needs and are relentlessly focused on driving measurable outcomes, supported by AI-powered insights.

• A Natural Communicator: You build rapport easily and can clearly articulate complex technical concepts to both business and technical audiences.

• Collaborative & Resourceful: You are a team player who knows how to navigate an organization and marshal the right resources to find solutions for your customers. AI tools can help you prioritize tasks and identify the right stakeholders.

• Curious & Adaptable: You have a passion for technology and are eager to learn about our product, our industry, and your customers' domains in a fast-paced environment. You embrace AI and automation to enhance your effectiveness and efficiency.

• 3+ years of experience in Customer Success, Account Management, or a related client-facing role.

• Strong understanding of the BI and data analytics landscape. Basic knowledge of SQL, data modeling principles, or AI/analytics platforms is a plus.

• Proven ability to manage a portfolio of customers, with a track record of driving adoption, leveraging AI insights, and securing renewals.

• Excellent presentation and communication skills, with the ability to convey data-driven insights and AI-enabled recommendations effectively. 

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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.

ThoughtSpot for All

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.

What Makes ThoughtSpot a Great Place to Work?

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.

About ThoughtSpot

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.

At ThoughtSpot, we’re a curious, data-driven bunch. We believe the world works better when everyone has access to facts. That’s why we build products that make asking and answering data questions as natural as having a conversation.