Director, CS and PS Operations

About the role

We’re looking for a strategic and hands-on Director of Customer Operations to scale and modernize our Customer Success and Professional Services functions. This role sits at the center of our post-sales engine, partnering closely with CS and PS leadership to drive operational excellence, predictable growth, and exceptional customer outcomes. You will design the systems, processes, and insights that power the business - leveraging data, automation, and AI to increase team productivity, improve customer visibility, and enable more proactive, personalized engagement at scale.

Responsibilities

• Own Customer Operations Strategy: Partner with CS and PS leadership to define and execute a data-driven customer success strategy that improves retention, expansion, and customer lifetime value

• Build Scalable Systems & Processes: Design and optimize end-to-end customer workflows (onboarding through renewal), incorporating automation and AI-assisted workflows to increase coverage and efficiency

• Operationalize AI in Post-Sales: Identify and implement AI-powered solutions (e.g., health scoring, risk prediction, next-best action) to enable more proactive and predictive customer management

• Develop Insights, Forecasting & Planning: Develop dashboards and reporting that translate data into action, including predictive models for churn, expansion, capacity, and headcount planning

• Customer Segmentation & Coverage: Define segmentation and engagement models (high-touch vs. digital), ensuring the right level of coverage and resource allocation across the customer base

• Tooling & Technology: Own the CS tech stack, prioritizing AI-enabled platforms that improve productivity, visibility, and customer engagement

• Team Enablement: Equip CSMs with playbooks, insights, and AI-driven guidance to operate more strategically and deliver consistent outcomes

• Customer Health & Journey Optimization: Continuously refine customer health frameworks and lifecycle journeys using real-time data and predictive signals

• Cross-Functional Alignment: Partner with Sales, Product, and Marketing to create a unified, data-driven view of the customer and embed customer insights into GTM decisions

• Executive Reporting & Planning: Lead QBRs, board reporting, and annual planning, bringing clear, insight-driven narratives to leadership

Requirements

• 8+ years in Customer Success Operations, RevOps, or related SaaS leadership roles

• Proven experience scaling post-sales functions in high-growth environments

• Strong fluency in data, analytics, and AI-driven tools, with the ability to translate insights into action

• Deep understanding of SaaS metrics (NRR, GRR, churn, expansion) and customer lifecycle management

• Track record of building scalable processes, systems, and forecasting models

• Strong cross-functional leadership and communication skills, with experience influencing executive stakeholders

• Builder mindset - comfortable operating in ambiguity and driving structure in fast-moving environments

Qualifications

• 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.

Skills

• AI Literacy and Workflow Integration: Comfortably and confidently integrate artificial intelligence into your daily workflow to increase productivity and quality.

• Leverage AI Tools: Hands-on experience to leverage AI tools (industry-leading LLMs) to increase productivity, automate routine tasks, and improve work quality.

• Effective Prompt Writing: Write effective prompts to get the most accurate and creative results from AI tools.

Benefits

• Mandatory And Required Skills For All ThoughtSpot Roles: Spotters are expected to demonstrate AI literacy and workflow integration to include the ability to:

• Integrate Artificial Intelligence into their daily workflow to increase productivity and quality.

• Leverage AI tools (industry-leading LLMs) to increase productivity, automate routine tasks, and improve work quality.

• Write effective prompts to get the most accurate and creative results from AI tools.

Pay

The Pay Range For This Role Is 200,000 - 245,000 USD per year (US - Mountain View)
180,000 - 230,000 USD per year (US - Chicago)