Senior Customer Success Manager

Senior Customer Success Manager

Location:

Chicago or Mountain View, California, United States

We are looking for a talented Senior Customer Success Manager 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.

• Be part of a focused account team that manages multiple accounts consisting of Fortune 5000 companies and is responsible for Annual Recurring Revenue.
• Foster robust customer relationships through proactive champion building and sustained user engagement.
• Serve as the primary point of contact for customers and communicate use cases, requirements, and expectations in an actionable way for marketing, sales, support, services, and product teams.
• Understand how customers want to use Thought Spot and help make those aspirations a reality: accompany them from onboarding, adoption, and throughout their success journey.
• Learn the technical nuances of customers’ configurations and act as an initial layer of support and guidance on best practices.
• Collaborate across Thought Spot departments and customize responses to customer needs.
• 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 live and remote.

• Consider yourself a "technologist" who can "talk to the business."
• Willing to "roll up your sleeves" when a customer has an issue and help with initial triage or resolution.
• Leverage your knowledge to help customers overcome technical hurdles while expanding their platform use.
• Deep understanding of the BI space and related technologies, including cloud data warehouses, ETL pipelines, and SQL.
• Consultative background with experience delivering prescriptive solutions based on core playbooks and strategies.
• Strong interest in analytics and BI technologies, with a willingness to learn the product in detail.
• 5+ years in customer‑facing roles (sales, support, services, architecture) with account management experience.
• Experience as a change agent, probing for business outcomes and creating concepts to drive those outcomes.
• Escalation management and solid project management fundamentals.
• Excellent discipline and time‑management skills, comfortable working with individuals, leaders, and senior leaders across departments.
• Bachelor’s degree preferred but not required.

• Hands‑on experience with data warehousing ecosystems and dimensional modeling (logical, physical).
• Hands‑on experience with data and analytics tools such as Thought Spot, Looker, Sigma, Microstrategy, Tableau, Qlik, PowerBI, SQL.
• Familiarity with ETL tools such as Five Tran, Alteryx, Datameer, Informatica, Talend, SSIS, Data Stage, Kettle.
• Knowledge of on‑premises and cloud deployment architectures (AWS, Azure, GCP).
• 2‑3 years of experience in analytics or a related space, possibly running a BI center of excellence.
• Willingness to travel and build lasting relationships with customers.
• Enjoy the start‑up environment and can wear multiple hats.
• Strong documentation and process orientation; help build foundation for the customer success team.
• Passionate about technology and eager to learn next‑generation analytics in enterprise.
• Excellent rapport building with customers and strong representation of their best interests.

Spotters are expected to work in‑office three days per week to experience the energy of their local office while maintaining flexibility.