Head of Customer Outcomes: Post-Sales Strategy & Ops

ThoughtSpot; Mountain View (CA); Remote; USD 133,000 - 190,000; Full time

Job summary

ThoughtSpot is seeking a high-impact leader to head Customer Outcomes Strategy & Operations. You’ll drive post-sales alignment to GRR and NRR, own the operating rhythm, and lead cross-functional initiatives spanning Sales, Product, Marketing, Finance, and Enablement.

You will shape the long-term strategy, manage annual planning, and oversee AI and automation initiatives that improve renewal, expansion, and account health.

Qualifications

• 8+ years across CS operations, RevOps, strategy and operations, or chief of staff roles in B2B SaaS.
• Proven at scaling post-sales with coverage models, capacity plans, and operating rhythms.
• A program leader who runs multi-quarter, cross-functional programs with many stakeholders and no direct authority.

Responsibilities

• Lead annual and long-range planning for post-sales. Own the targets, investment priorities, and headcount and capacity models, built in partnership with Finance and RevOps.
• Own how we cover customers. Lead annual review of segmentation, coverage, and engagement models across Enterprise, Commercial, and Scaled. Partner with Finance and HR on comp plan design.
• Run the strategic projects. Scope and lead high-stakes analyses and initiatives for the VP. Examples include retention and churn deep dives, new program design, organization design, and questions that shape renewal and expansion.
• Run the operating rhythm. Own the weekly leadership meeting, monthly business reviews, QBRs, and offsites.
• Be the VP's leverage. Prepare executive and board materials, draft org-wide communications, and triage what needs leadership attention.
• Keep leadership ahead of problems. Surface risks, capacity gaps, and process breakdowns before they become leadership problems, and bring a point of view on what to do about them.
• Run the transformation portfolio. Own the roadmap, milestones, owners, and status for org-wide initiatives.
• Drive cross-functional execution. Lead programs that span Sales, Product, Marketing, Finance, and Enablement, and keep them on time and accountable.
• Own the AI and automation roadmap for post-sales. Prioritize, launch, and drive adoption of the agents and tools that power renewal, expansion, account health, and leadership workflows.

Skills

CS operations

RevOps

Strategy

Program management

Executive communication

Data-driven

Ambiguity tolerance

Job description

ThoughtSpot is seeking a high-impact leader to head Customer Outcomes Strategy & Operations. You’ll drive post-sales alignment to GRR and NRR, own the operating rhythm, and lead cross-functional initiatives spanning Sales, Product, Marketing, Finance, and Enablement.

You will shape the long-term strategy, manage annual planning, and oversee AI and automation initiatives that improve renewal, expansion, and account health.