Senior Manager, Customer Success

About the role

As a Senior Manager of Customer Success, you’ll lead a high-performing team of CSMs focused on driving adoption, measurable value, and net revenue retention across our enterprise customer base. You’ll be a strategic operator and team builder, responsible for scaling systems, developing talent, and collaborating cross-functionally to drive customer outcomes and company growth.

Responsibilities

• Lead and grow a team of CSMs focused on adoption, retention, and expansion.
• Define success metrics, manage performance, and support career development.
• Serve as a strategic escalation point for your team and customer portfolio.
• Drive NRR through proactive value realization and expansion strategies.
• Partner with Sales to co-develop account strategies and surface growth opportunities.
• Equip CSMs to navigate complex customer orgs and influence renewals and upsells.
• Own team KPIs and lead regular inspection rhythms to track performance.
• Identify inefficiencies and work with CS Ops to scale processes and systems.
• Leverage tools and data to drive consistency, predictability, and customer health.
• Align closely with Product, Sales, and Support to represent the voice of the customer.
• Influence internal roadmaps and drive a seamless post-sale customer experience.
• Act as a strategic partner to internal leaders, surfacing insights and solutions.
• Guide the team through complex issues, customer risks, and escalations.
• Enable structured thinking, proactive risk mitigation, and creative solutions.
• Foster a culture of continuous learning, feedback, and adaptability.

Requirements

• 2+ years managing Customer Success or post-sale teams; 5+ years in enterprise SaaS CS or AM roles.
• Proven success driving NRR, adoption, and strategic account growth.
• Strong coaching, team development, and performance management experience.
• Operational rigor with data fluency and experience optimizing CS processes.
• Skilled in cross-functional collaboration, customer advocacy, and executive communication.
• Growth mindset with a passion for learning, iteration, and leading through change.

Qualifications

• Comfortable and confident in integrating artificial intelligence into daily workflow to increase productivity and quality.
• Hands-on experience leveraging AI tools (industry-leading LLMs) to increase productivity, automate routine tasks, and improve work quality.
• Experience speaking to the experience of using AI for research, content creation, and document summarization while maintaining ownership of judgment and final decisions.
• Ability to write effective prompts to get the most accurate and creative results from AI tools.

Skills

• 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.

Benefits

• Flexible work schedule with Spotters expected in-office 3 days per week.
• Opportunity to experiment with ThoughtSpot’s AI tools and leading industry LLMs to streamline workflows, enhance output, and uncover new insights.
• Company culture of Trust, Customer Obsession, Innovation, and Intensity.
• Diverse team building better products with many perspectives.

Pay

The pay range for this role is:

• 147,420 - 210,600 USD per year (US - Chicago)
• 160,000 - 245,000 USD per year (US - Mountain View)

Location

• Chicago, IL
• Mountain View, CA