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
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
Master's degree in Business Administration, Computer Science, Data Science, or a related field
Experience with CRM systems and customer relationship management
Experience with AI and machine learning tools
Experience with data analysis and reporting tools
Experience with project management tools
Skills
Data analysis and interpretation
Project management
Customer relationship management
AI and machine learning
Communication and presentation skills
Benefits
In California, the estimated annual salary range for this role is $200k – $245k per year.
In Illinois, the estimated annual salary range for this role is $180k – $230k per year.
Actual compensation may vary and will be determined based on permissible, non-discriminatory factors such as skills, qualifications, experience, and location of the selected candidate.
Additional benefits for this role may include: equity, company bonus or sales commissions/bonuses; 401(k) plan; medical, dental, and vision benefits.
Mandatory And Required Skills For All ThoughtSpot Roles
Comfortable and confident in integrating 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
Ability to write effective prompts to get the most accurate and creative results from AI tools
Exemplify curiosity in exploring new AI tools, adaptability to quickly learn and implement new, emerging AI technologies, and critical thinking to know when to identify when AI should be used versus when human judgement is necessary
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.