Customer Success Manager

Cerebras; Greater London; On-site; GBP 65,000 - 100,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

ThoughtSpot is seeking a Customer Success Manager to drive adoption, value delivery, and growth across mid-market and enterprise accounts in the EMEA region. You’ll build strong customer relationships, translate business needs into guidance for cross-functional teams, and leverage AI-powered insights to optimise adoption and outcomes.

The role requires experience in analytics platforms, a consultative approach to customer engagement, and willingness to travel within EMEA.

Qualifications

• 3+ years in customer-facing roles (CSM, TAM, or similar) within Data/SaaS.
• Strong understanding of BI/analytics landscape, data platforms, ETL, and basic coding.
• Experience using AI/automation to improve adoption and outcomes.

Responsibilities

• Manage a portfolio of mid-market and enterprise accounts across EMEA, driving adoption, retention, and growth.
• Build proactive relationships and AI-powered insights to personalise communications and adoption strategies.
• Translate customer needs into actionable guidance for Marketing, Sales, Support, Services, and Product teams.
• Identify opportunities for expansion using AI-driven insights and present to stakeholders.

Skills

Customer Success

Account Management

Analytics

Communication

Tools

SQL

Python

BI tools

Job description

The Role

We are looking for a talented Customer Success Manager (CSM) to drive adoption, value realisation, and growth within a portfolio of mid-market and enterprise accounts across the EMEA region. By building strong relationships with each customer, you'll deliver impact at all stages of the customer journey and ensure mutual success. If you’re a proactive customer champion passionate about solving problems, connecting customer value to growth, and advising customers you’ll bring tremendous value to both our customers and team.

The ideal candidate will have a history of driving adoption of analytics or BI platforms in mid-market or smaller enterprise accounts, a consultative approach to customer engagement, and experience leveraging AI and automation to enhance adoption, usage, and outcomes across diverse EMEA markets.

What You’ll Do

• Manage a portfolio of mid-market and enterprise accounts across EMEA, ensuring strong adoption, retention, and growth.
• Build robust customer relationships through proactive engagement, champion building, and AI-powered insights that personalise communications and adoption strategies.
• Serve as the main point of contact for customers, translating their business needs and expectations into actionable guidance for Marketing, Sales, Support, Services, and Product teams.
• Understand how customers want to use ThoughtSpot and guide them from onboarding through adoption to ongoing success.
• Use AI-driven insights to identify adoption gaps, provide proactive guidance, and recommend solutions that deliver measurable business value.
• Learn the technical nuances of customer configurations and provide guidance using best practices, augmented by AI tools for faster issue resolution and solution recommendations.
• Collaborate across ThoughtSpot teams to tailor responses, demos, and enablement sessions using AI tools to drive customer-specific outcomes.
• Identify opportunities for expansion or upsell within your portfolio, using AI-driven insights to inform strategies.
• Present to small and medium groups, running both live and remote enablement sessions enhanced by AI insights and analytics.
• Experiment with emerging AI tools (e.g., generative AI, predictive analytics, conversational AI) to optimise adoption and customer engagement across diverse EMEA accounts.

What You Bring

• 3+ years experience in customer-facing roles; Customer Success, Technical Account Management, Solutions/Data Consulting, or similar within the Data or SaaS space
• Strong understanding of BI and analytics landscape, cloud data platforms, ETL pipelines, and coding languages like SQL; familiarity with Python or JavaScript is a plus.
• Consultative approach with experience translating technical and business challenges into actionable adoption plans and measurable outcomes.
• Proven ability to discuss REST APIs, webhooks, and security protocols such as SAML/OIDC
• Experience using AI, automation, or advanced analytics to improve customer engagement, adoption tracking, and solution recommendations.
• Proven success in influencing business outcomes through data-driven strategies and AI-enabled insights.
• Excellent communication and presentation skills, able to articulate complex technical and business value to technical, business, and executive audiences across EMEA.
• Highly motivated, analytical, adaptable, and able to thrive independently in a fast-paced environment.
• Willing and able to travel within EMEA as needed.

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.

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

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, 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.

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.