Lead Commercial Customer Success

The Role

As the Team Lead of Customer Success for the Commercial Segment in EMEA, you will play a dual role. Leading and supporting a group of Customer Success Managers focused on Commercial customers across the region. Acting as the Customer Success Manager for a portfolio of Key Commercial accounts, directly owning their post‑sale success.

You will guide the team in managing the customer lifecycle—from onboarding to renewal—while maintaining a strategic lens on regional customer health, risks, and opportunities. Your leadership will help ensure platform adoption, value realization, and overall retention and growth across the Commercial segment.

Location: London (Hybrid)

• Provide day‑to‑day coaching, support, and mentorship to Customer Success Managers across EMEA.
• Foster a collaborative, customer‑centric culture focused on excellence and continuous improvement.

• Monitor customer health trends across the EMEA Commercial segment, identifying risk patterns, expansion opportunities, and areas for operational improvement.
• Partner with cross‑functional teams to address regional challenges and enhance the overall customer experience.

• Serve as the primary CSM for a group of strategic Commercial customers.
• Drive platform adoption, deliver measurable business outcomes, and manage renewals and expansion conversations.

• Support the team in executing scalable customer success strategies aligned with retention (GRR) and growth (NRR) targets.
• Ensure consistent delivery of high‑quality engagement across the segment.

• Collaborate with CS Operations and leadership to optimize processes and tooling for the Commercial Segment.
• Implement best practices and drive operational consistency across the team.

• Act as an escalation point for your team’s Commercial accounts.
• Advocate for customer needs by collaborating with Sales, Product, Support, and other internal teams.

• Effective Team Leader:
  Passionate about developing talent and creating a high‑performing, positive team environment.
• Strategic & Analytical:
  Skilled at interpreting data to assess customer health, forecast trends, and guide team execution.
• Customer‑Obsessed:
  Deeply empathetic to customer needs and committed to driving their success.
• Operationally Excellent:
  Strong at building repeatable processes, managing KPIs, and driving efficiency.
• Hands‑On & Accountable:
  Comfortable balancing people leadership with direct customer ownership.
• Technical acumen:
  Strong, hands‑on understanding of the modern data stack: cloud data warehouses (Snowflake, Big Query, Redshift), ETL/ELT concepts, and data modeling.

• 4‑6+ years in customer success or account management in a B2B SaaS environment.
• 1‑2+ years in a team lead, mentorship, or formal management role.
• Experience managing Commercial or mid‑market customer segments, ideally across EMEA.
• Strong understanding of SaaS customer lifecycle metrics (Churn, GRR, NRR, CSAT).
• Hands‑on experience working with data analytics or business intelligence tools, with the ability to guide customers in deriving insights and driving adoption.
• Demonstrated ability to lead projects, drive process improvements, and influence cross‑functional stakeholders.

Thought Spot is the experience layer of the modern data stack, leading the industry with our AI‑powered analytics and natural language search. 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 Selfless Excellence and our drive for continuous improvement (2% done), Thought Spot 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.

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