Head of Customer Outcomes Strategy & Operations

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.

We're realigning post-sales around outcomes. Our Customer Outcomes model ties every team to GRR and NRR, and it runs on new roles, new programs, and AI agents. The Head of Customer Outcomes Strategy & Operations is the VP's right hand in making that model work. The role is part strategist, part operator, and part program leader.

You'll shape where the organization is going, run the operating rhythm that keeps it on course, and drive the cross-functional initiatives that get us there. You'll be in every planning cycle, business review, and leadership decision. You won't be supporting from a distance; you'll help make the call. This is the right role for someone who thinks in frameworks, builds in sprints, and measures everything.

• Lead annual and long-range planning for post-sales. Own the targets, investment priorities, and headcount and capacity models, built in partnership with Finance and Rev Ops.
• Own how we cover customers. Lead the annual review of segmentation, coverage, and engagement models across Enterprise, Commercial, and Scaled. Partner with Finance and HR on comp plan design.
• Run the strategic projects. Scope and lead high-stakes analyses and initiatives for the VP. Examples include retention and churn deep dives, new program design, organization design, and questions that shape renewal and expansion.

• Run the operating rhythm. Own the weekly leadership meeting, monthly business reviews, QBRs, and offsites. That includes agendas, pre-reads, decisions, and follow-through.
• Be the VP's leverage. Prepare executive and board materials, draft org-wide communications, and triage what needs leadership attention. Represent the VP in cross-functional forums when needed.
• Keep leadership ahead of problems. Surface risks, capacity gaps, and process breakdowns before they become leadership problems, and bring a point of view on what to do about them.

• Run the transformation portfolio. Own the roadmap, milestones, owners, and status for org-wide initiatives. These include rolling out new roles, launching programs, and systems changes.
• Drive cross-functional execution. Lead programs that span Sales, Product, Marketing, Finance, and Enablement, and keep them on time and accountable.
• Own the AI and automation roadmap for post-sales. Prioritize, launch, and drive adoption of the agents and tools that power renewal, expansion, account health, and leadership workflows. Measure whether they actually save time and change outcomes.

• Own the post-sales playbook. Define what good looks like at each lifecycle stage, from onboarding and adoption through health intervention, renewal, and expansion. Specify triggers, actions, escalation paths, and success criteria for each segment.
• Launch playbooks. Work with post-sales leadership to embed them into team routines, 1:1s, and account reviews. Partner with Enablement on training and certification, and iterate quickly where playbooks break down or get bypassed.

• Own the story behind the numbers. Partner with Rev Ops on reporting for renewal coverage, health, time-to-value, utilization, and productivity. Translate it into what's happening, why it matters, and what the team should do.
• Bring the customer into company decisions. Connect post-sales insight to GTM planning, product prioritization, and executive and board reporting.

Progress…