Customer Success Manager

ThoughtSpot; Greater London; On-site; GBP 90,000 - 130,000; Full time

Benefits offered by this job

In-office 3+ days per week

Job summary

ThoughtSpot is seeking an AI Outcomes Manager to drive customer outcomes and strategic value across the lifecycle in a named account. The role partners with the AE on commercial strategy and engages executives from data teams to the C-suite to ensure adoption, renewal, and expansion.

You will own the joint outcomes plan, surface high-value use cases, and lead adoption across ThoughtSpot’s analytics platform including Spotter, Liveboards, Agents, and Data Apps.

Qualifications

• 5+ years in a customer-facing role blending business and technology across SaaS
• Demonstrated business acumen; connect product usage to business metrics and ROI
• Analytics/BI fluency; experience with data platforms and enterprise usage
• Strong stakeholder communication with senior stakeholders and executives
• Structured account management; manage multi-threaded plans and priorities
• Medium technical depth; prototype Liveboards/Spotter/Data Apps and advise on AI value
• Consultative instinct: ask questions, challenge assumptions, translate context into outcomes

Responsibilities

• Own the business outcomes plan with a Joint Outcomes Plan linked to customer KPIs
• Lead the account relationship with multi-threaded stakeholder networks and align on strategy
• Drive adoption of Spotter, Liveboards, Agents, Workflows, and Data Apps across the customer
• Run outcomes reviews and QBRs with a clear value narrative tied to KPIs
• Own renewal and expansion, aiming for GRR and NRR with proactive evidence
• Mock solutions to prove value: build quick Liveboards or prototype data apps
• Translate account context into product feedback and internal prioritization
• Build adoption programs with internal champions and rollout change activities

Skills

Stakeholder management

Business acumen

Analytics fluency

Executive communication

Account management

AI/LLM understanding

Consultative selling

Tools

ThoughtSpot

Spotter

Liveboards

Data Apps

Job description

The Role

The AI Outcomes Manager is ThoughtSpot's strategic presence inside a customer account. You own the relationship, the outcomes plan, the renewal, and the expansion – across the entire customer lifecycle. You are the customer's primary AI analytics advisor and their most consistent point of contact with ThoughtSpot. This is a named-account role. You work closely with your AE counterpart on commercial strategy and operate at every level of the customer organization – from data teams to the executive suite.

What You'll Do

• Own the business outcomes plan. Create a Joint Outcomes Plan that ties ThoughtSpot usage to the customer's business KPIs. Surface high-value use cases by function. Track and measure outcome attainment not just adoption activity.
• Lead the account relationship. Build and maintain strong stakeholder relationships, multi-threaded champion networks, and the strategic context that makes ThoughtSpot indispensable. Contribute to the commercial roadmap alongside your AE.
• Drive adoption depth and breadth. Push meaningful consumption of Spotter, Liveboards, Agents, Workflows, and Data Apps. Use consumption health as a leading indicator. Diagnose gaps, intervene early, and know when to pull in other ThoughtSpot resources.
• Run outcomes reviews and QBRs. Lead the conversation, not just the slides. Bring a clear value narrative tied to agreed KPIs, and use every QBR to support the customer's AI roadmap and secure next steps.
• Own renewal and expansion. GRR and NRR are your measures. Renewals should never be surprises. Expansion should be proactive, well-evidenced, and tied to use cases the customer already believes in.
• Mock solutions to prove what's possible. Build quick Liveboards, prototype Spotter agents, or sketch a Data App concept to secure stakeholder buy-in before a formal build kicks off. You don't need engineering to demonstrate value.
• Be the customer's voice inside ThoughtSpot. Translate account context into product feedback, roadmap input, and internal prioritization. You are the connection point between what the customer needs and what ThoughtSpot builds.
• Build adoption programs with internal champions. Help customers identify and grow internal advocates. Support the rollout planning and change activity that turns a product deployment into a business capability.

What You Bring

• 5+ years in a customer-facing role that blends business and technology. Customer Success, Solutions, or Consulting within a SaaS environment. You're comfortable working across both business and technical stakeholders, and you know how to move between the two.
• Business acumen. You think in outcomes, not activities. You can connect product usage to business metrics, frame a value story around what matters to the customer's function, and use standard ROI frameworks to build a credible case for investment. You don't need to own the financial model solo – but you know how to contribute to one.
• Analytics and BI fluency. You're familiar with how data and analytics platforms work inside an enterprise – how teams consume insights, where BI adoption typically stalls, and what good data-driven decision-making looks like in practice. Direct experience with ThoughtSpot or a comparable platform is a strong plus.
• Stakeholder communication. You communicate clearly and credibly with senior business stakeholders Directors, VPs, and the occasional C‑suite sponsor. You can simplify a complex value story into something a non-technical executive acts on, and you know how to structure a business update that doesn't get ignored.
• Structured account management. You're organized and proactive. You can run a multi-threaded account plan, manage competing priorities across a portfolio, and keep stakeholders aligned without needing someone to chase you.
• Medium technical depth, used deliberately. You can build Liveboards, configure Spotter agents, and prototype Data Apps well enough to prove a use case. You understand LLMs and can advise customers on where AI adds genuine value to their analytics workflows.
• Consultative instinct. You ask before you advise. You listen for the outcome behind the question, and you know when to challenge a customer's assumptions rather than just confirm them.

In-Office at ThoughtSpot

Spotters are expected in-office 3+ days per week to be part of the energy of their local team. Momentum compounds when we're in the room together with faster decisions, sharper problem-solving, and the kind of peer learning that doesn't happen over a screen. Being in-office is our default way of working, with flexibility available where it's genuinely needed.

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.

Mandatory And Required Skills For All ThoughtSpot Roles

• 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, analysing data, or summarising 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.