Senior Customer Success Manager

ThoughtSpot; Phoenix (AZ); On-site; USD 108,000 - 132,000; Full time

Benefits offered by this job

In-office 3+ days/week

Job summary

ThoughtSpot in Phoenix, Arizona, is seeking a Senior Customer Success Manager to own a portfolio of mid-market and enterprise accounts in the U.S. from onboarding through renewal and expansion.

This senior role shapes customer strategy, mentors the team, and collaborates with Sales, Product, Marketing, Support, and Services leadership to drive measurable ROI.

Qualifications

• 5–8+ years in Customer Success or related roles.
• Experience managing enterprise and mid-market accounts.
• Proven ability to influence executive stakeholders.
• Experience translating business problems into a success plan.
• Experience using AI/automation/advanced analytics to drive adoption or health.

Responsibilities

• Own the portfolio with full accountability for adoption, retention, and net revenue expansion.
• Build executive relationships linking ThoughtSpot capabilities to customer business objectives.
• Lead development and execution of customer success plans with measurable outcomes.
• Leverage AI-driven insights to catch risk early and surface expansion opportunities.
• Deliver executive business reviews, enablement sessions, and workshops for strategic impact.
• Mentor junior CSMs and contribute to playbooks used by the team.

Skills

Customer Success

Account Management

Executive stakeholder management

AI literacy

Consultative mindset

Travel willingness

Communication

Tools

AI tools

Job description

Senior Customer Success Manager

ThoughtSpot Phoenix, Arizona, United States

About this position

ThoughtSpot is a Data & AI platform that helps companies turn data into enterprise advantage. We’re Gartner MQ leaders with more than 1,000 customers globally and offices in Mountain View, Chicago, London, Bangalore, Sydney, and Tokyo.

The Role:

This is a senior, portfolio-owning role, not a support seat. You carry a book of mid-market and enterprise accounts in the U.S. end to end — onboarding through renewal and expansion — and you’re the person executives call when they want to know whether ThoughtSpot is actually moving their business. Unlike a transactional CSM role built around check-ins and health-score updates, this one is consultative: you’re expected to shape customer strategy, not just report on it.

We’re looking for a Sr. CSM who can turn a portfolio of complex enterprise relationships into measurable, compounding value — and who mentors the rest of the team while doing it. You get direct access to Sales, Product, Marketing, Support, and Services leadership, plus a seat in shaping the playbooks the wider CS org runs on.

What You’ll Do:

• Own the portfolio.Full accountability for adoption, retention, and net revenue expansion across your mid-market and enterprise accounts.
• Be the strategic advisor.Build executive relationships that tie ThoughtSpot’s capabilities directly to the customer’s business objectives — not just usage metrics.
• Build success plans that prove ROI.Lead the development and execution of customer success plans with measurable business outcomes attached, not activity lists.
• Use AI to scale yourself.Leverage AI-driven insights and predictive analytics to catch risk early, surface expansion opportunities, and personalize engagement across the portfolio — not just at the top ten accounts.
• Run the room.Deliver executive business reviews, enablement sessions, and workshops that change how a customer thinks about the platform, not just report on last quarter.
• Mentor and build the playbook.Coach junior CSMs and turn what you learn into processes and playbooks the whole team can run. If it doesn’t move the needle for our users, it’s noise — so the playbook only keeps what actually works.

Who We’re Looking For:

You’ll get real ownership of a portfolio and a real voice in how CS operates — that only works if you bring the judgment to match. Empowerment plus accountability is the deal.

• You have 5-8+ years in Customer Success, Account Management, or a customer-facing role, with a track record managing enterprise and mid-market accounts.
• You’ve influenced executive stakeholders inside complex organizations and driven strategic outcomes, not just renewals.
• You think like a consultant: you can translate a business problem into a success plan with a clear outcome attached.
• You’ve used AI, automation, or advanced analytics to drive adoption or customer health at scale, not just talked about it.
• You communicate with equal credibility in front of an engineer, a VP, and a room of end users. Clarity is kindness — you don’t hide behind jargon or spin.
• You’re self-motivated and adaptable, comfortable in a fast-paced, high-growth environment where priorities shift.
• You’re willing to travel to be in the room for the engagements that matter.

We value what you’ve built versus your title or years of experience — if you’ve driven this kind of outcome before, we want to talk to you.

The salary range for this position is:

$120,000 - $170,000.

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

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.