Customer Success Manager

ThoughtSpot • Chicago, IL

3d • Hybrid

About The Position

We are looking for a talented Customer Success Manager (CSM) to drive adoption and success within a portfolio of top-tier customer accounts. By building exceptional relationships with each customer that you manage, you'll deliver value at all stages of the customer journey to drive mutual success and growth. If you’re a proactive customer champion - passionate about solving problems, connecting customer value to growth, and advising customers - you’ll bring tremendous value to our customers and team!

Requirements

• You consider yourself a “technologist” who can “talk to the business.”
• Willing to “roll-up-your-sleeves” when a customer has an issue and help do initial triage or resolution when needed.
• Leverage your knowledge to help customers overcome technical hurdles while expanding their platform use.
• A strong understanding of the BI space and related technologies including cloud data warehouses, ETL pipelines, and coding languages like SQL.
• Consultative background with experience in leading prescriptive solutions for customers based on core playbooks and strategies.
• Deep interest in AI and Agentic Analytics technologies, with a willingness to learn the product in detail.
• 3+ years in customer-facing roles (Sales/Support/Services/Architecture), with account management experience/customer-facing.
• Experience being a change agent and understanding how to probe for business outcomes and create concepts and ideas to drive outcomes.
• Escalation management and strong project management fundamentals.
• Excellent discipline and time management skills, comfortable working with ICs, leaders, and senior leaders across different departments.
• 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.

Nice To Haves

• Bachelor's Degree preferred but not required.

Responsibilities

• Be a part of a focused Account team that manages multiple accounts consisting of Fortune 5000 companies and responsible for Annual Recurring Revenue
• Foster robust customer relationships through proactive champion building and sustained user engagement
• Be a primary point of contact for customers and be the voice that communicates use cases/requirements/expectations in a way that is actionable for Marketing, Sales, Support, Services, and Product teams at ThoughtSpot.
• Understand how our customers want to use ThoughtSpot and help make those aspirations a reality: Be the companion on their journey from onboarding, adoption, and a lifetime of success.
• Manage customer relationships - building the bridge between human and data that is the sweet spot for customer success.
• Learn the technical nuances of customers’ configurations and act as an initial layer of support and guidance on best practices.
• Collaborate across ThoughtSpot departments and customize the response to the needs of our customers.
• Identify growth areas in the existing customer base and help build expansion opportunities through passive selling.
• Present to both small and large groups, effectively demo and run enablement sessions both live and remote.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level