VP, Customer Success

Position: VP, Customer Success and Growth
** We value your privacy**##
**** The Role
**** Thought Spot is redefining business intelligence through AI-driven insights, and our post-sales organizations are central to how our customers realize value and how we grow. As Vice President of Customer Success and Growth, you will be part of the ELT owning the global strategy and execution of our customer journey, ensuring customers achieve measurable outcomes while driving strong net revenue retention across our enterprise customer base.

You are a senior leader, operator, and culture builder responsible for scaling a world-class post-sales organization to include people, processes, and systems. You’ll set the vision for post-sale engagement, develop high-impact leaders, and partner closely with Sales, Product, Support, and Operations to deliver durable customer value and predictable growth. This role reports to executive leadership and will have board visibility and will serve as a key voice of the customer across Thought Spot.
**** Location(s):
** Thought Spot Office Hub location Chicago, Mountain View, New York**##
**** What You’ll Do****###
**** Organizational Leadership & Talent Development
***** Build, unify, lead, and scale a global post-sales organization, including senior leaders and people managers across both customer success and professional services
* Set clear expectations, operating models, and success metrics across segments and regions.
* Develop leadership bench strength through coaching, succession planning, and talent development.
* Foster a high-performance, customer-obsessed culture grounded in trust, intensity, and innovation.###
**** Customer Outcomes & Revenue Growth
***** Own net revenue retention, renewals, and expansion strategy across the customer lifecycle.
* Drive customer onboarding and the effective delivery of implementation services for Thoughtspot customers in both direct and via channel delivery partners.
* Ensure customers achieve clear, measurable value aligned to their business objectives.
* Partner with Sales leadership on account strategy, renewals motion, and expansion planning.
* Serve as an executive sponsor for key strategic accounts and critical escalations.###
**** Operational Excellence & Scale
***** Define and own the operating cadence, KPIs, and inspection rhythms.
* Partner internally  to scale processes, tooling, and data models that enable consistency and predictability.
* Use customer health, usage data, and financial metrics to proactively manage risk and growth.
* Continuously evolve the customer success and professional services  model to support Thought Spot’s product strategy and go-to-market motion.###
**** Cross-Functional Leadership
***** Act as the executive voice of the customer, influencing Product roadmap, Support strategy, and GTM priorities.
* Drive tight alignment across Sales, Product, Marketing, Support, and Finance to deliver a seamless end-to-end customer experience.
* Collaborate with executive peers to shape company strategy through customer insights and outcomes.###
**** Strategic Problem Solving & Change Leadership
***** Lead through complexity, ambiguity, and scale - anticipating risks and designing forward-looking solutions.
* Own executive-level escalations and guide teams through high-impact customer challenges.
* Champion change management as the business, product, and customer needs evolve.
* Establish a learning culture that encourages innovation, feedback, and iteration.
***
* What You Bring:

***** 10+ years of experience in Customer Success, Account Management, Professional Services and/or post-sale leadership within enterprise SaaS.
* Prior experience in Data & Analytics is preferred
* 5+ years leading and scaling multi-layered organizations with senior leaders reporting in.
* Proven track record of driving net revenue retention, customer adoption, and long-term enterprise partnerships.
* Strong operational acumen with experience building scalable CS processes, metrics, and systems.
* Exceptional executive presence, communication skills, and ability to influence at the C-suite level - internally and externally.
* Strong background of implementing change management at scale
* Strategic…