Senior Customer Success Manager

Senior Customer Success Manager

Thought Spot Chicago, Illinois, United States

Thought Spot is a Data & AI platform that helps companies turn data into enterprise advantage. We're Gartner MQ leaders with more than 1,000 customers globally and offices in Mountain View, Chicago, London, Bangalore, Sydney, and Tokyo.

The Role:

This is a senior, portfolio-owning role, not a support seat. You carry a book of mid-market and enterprise accounts in the U.S. end to end — onboarding through renewal and expansion — and you're the person executives call when they want to know whether Thought Spot is actually moving their business. Unlike a transactional CSM role built around check-ins and health-score updates, this one is consultative: you're expected to shape customer strategy, not just report on it.

We're looking for a Sr. CSM who can turn a portfolio of complex enterprise relationships into measurable, compounding value — and who mentors the rest of the team while doing it. You get direct access to Sales, Product, Marketing, Support, and Services leadership, plus a seat in shaping the playbooks the wider CS org runs on.

• Own the portfolio. Full accountability for adoption, retention, and net revenue expansion across your mid-market and enterprise accounts.
• Be the strategic advisor. Build executive relationships that tie Thought Spot's capabilities directly to the customer's business objectives — not just usage metrics.
• Build success plans that prove ROI. Lead the development and execution of customer success plans with measurable business outcomes attached, not activity lists.
• Use AI to scale yourself. Leverage AI-driven insights and predictive analytics to catch risk early, surface expansion opportunities, and personalize engagement across the portfolio — not just at the top ten accounts.
• Run the room. Deliver executive business reviews, enablement sessions, and workshops that change how a customer thinks about the platform, not just report on last quarter.
• Mentor and build the playbook. Coach junior CSMs and turn what you learn into processes and playbooks the whole team can run. If it doesn't move the needle for our users, it's noise — so the playbook only keeps what actually works.

You'll get real ownership of a portfolio and a real voice in how CS operates — that only works if you bring the judgment to match. Empowerment plus accountability is the deal.

• You have 5-8+ years in Customer Success, Account Management, or a customer-facing role, with a track record managing enterprise and mid-market accounts.
• You've influenced executive stakeholders inside complex organizations and driven strategic outcomes, not just renewals.
• You think like a consultant: you can translate a business problem into a success plan with a clear outcome attached.
• You've used AI, automation, or advanced analytics to drive adoption or customer health at scale, not just talked about it.
• You communicate with equal credibility in front of an engineer, a VP, and a room of end users. Clarity is kindness — you don't hide behind jargon or spin.
• You're self-motivated and adaptable, comfortable in a fast-paced, high-growth environment where priorities shift.
• You're willing to travel to be in the room for the engagements that matter.

We value what you've built versus your title or years of experience — if you've driven this kind of outcome before, we want to talk to you.

The salary range for this position is:

$120,000 - $170,000.

Spotters are expected in-office 3+ days per week to be part of the energy of their local team. Momentum compounds when we're in the room together with faster decisions, sharper problem-solving, and the kind of peer learning that doesn't happen…