Customer Success Manager

ThoughtSpot; Greater London; On-site; GBP 60,000 - 90,000; Full time

Job summary

ThoughtSpot is seeking a Customer Success Manager to drive adoption and value realization within mid‑market and enterprise accounts across EMEA. You will build strong customer relationships, translate needs into guidance for Marketing, Sales, Support and Product, and ensure mutual success.

The ideal candidate will leverage AI and automation to enhance adoption, usage, and outcomes, identifying expansion opportunities and leading enablement sessions to deliver measurable business value across

Qualifications

• 3+ years in customer-facing roles within SaaS or data.
• Consultative approach translating tech challenges into adoption plans.
• Experience with AI, automation, or analytics to improve engagement.

Responsibilities

• Manage a portfolio of mid‑market and enterprise accounts across EMEA, ensuring strong adoption, retention, and growth.
• Build robust customer relationships through proactive engagement and AI-powered insights that personalise communications and adoption strategies.
• Serve as the main point of contact for customers, translating their business needs 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 and recommend solutions that deliver measurable business value.
• Learn the technical nuances of customer configurations and provide guidance using best practices and AI tools.
• Collaborate across ThoughtSpot teams to tailor responses, demos, and enablement sessions using AI tools.
• Identify opportunities for expansion or upsell within your portfolio using AI-driven insights.
• Present to small and medium groups, running live and remote enablement sessions enhanced by AI insights.
• Experiment with emerging AI tools to optimise adoption and customer engagement across diverse EMEA accounts.

Skills

Customer Success

Account Management

SaaS

AI & automation

Data analytics

REST APIs

Presentation skills

Cross-functional collaboration

Travel flexibility

Job description

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
• 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.