Customer Success Manager

About The Role: 

As a Customer Success Manager at Thoughtspot, you'll own a combination of processes, engagement, and success metrics for our commercial segment. As a dynamic problem solver and customer champion, you will pioneer building scalable systems and touchpoints to ensure an exceptional end-to-end customer journey for Thoughtspot fast-growing, commercial segment.

What You'll Do:

• Be a part of a Customer Success team that manages multiple accounts consisting of commercial segments and responsible for Annual Recurring Revenue
• Manage and Monitor commercial Thoughtspot customers to track onboarding, rollout and adoption, and satisfaction on 1:Many basis to identify opportunities to engage with customers on their needs and make them drive value out of Thoughtspot
• Be a primary point of contact for customers and be the voice that communicates use cases/requirements/expectations in a way that is actionable for Marketing, Sales, Support, Services, and Product teams at ThoughtSpot.
• Understand how our customers want to use ThoughtSpot and help make those aspirations a reality: Be the companion on their journey from onboarding, adoption, and a lifetime of success.
• Manage customer relationships - building the bridge between human and data that is the sweet spot for customer success.
• Learn the technical nuances of customers’ configurations and act as an initial layer of support and guidance.
• Collaborate across ThoughtSpot departments and customize the response to the needs of our customers.
• 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 training sessions 

What You Bring: 

• 4+ years of Experience in a customer-facing role in customer success/Technical account Management/Support in SaaS based industry preferably BI industry
• Adept in having varying degrees of conversations with customers via virtual meetings and E-mail ranging from technical product-oriented conversations to product adoption, and best practices.
• Motivation to be a champion of customers and represent their voice with empathy
• Desired skill in understanding the modern tech stack integrations
• Experience working with CS tools and reports to monitor customers’ product utilization to proactively identify and recommend strategic adoption techniques 
• Exceptional ability to prioritize and manage competing tasks;identify the most important initiatives that have the largest impact on achieving goals
• Comfortable working in India afternoon and night shifts (hybrid/mixed shifts)

Technical:

• Strong technical knowledge in BI tools and data platforms (e.g., Tableau, Qlik, PowerBI, Snowflake, Redshift, Google BigQuery).
• A strong understanding of the BI space and related technologies including cloud data warehouses, ETL pipelines, and coding languages like SQL and Python.
• Knowledge and experience with deployment architectures on-premises and in cloud environments like AWS, Azure, and Google Cloud.
• Technical aptitude and ability to deeply understand Thoughtspot product, the analytics industry, and the value of modern approaches to working with data 

Nice to Have:

• Familiarity with ETL tools (such as Alteryx, Datameer, Informatica, Talend, SSIS, DataStage, Kettle) is a plus.
• Hands-on experience with data warehousing ecosystems (e.g., data sources, ETL, data warehouse, data marts) and understanding of different types of schemas (OLTP vs. OLAP, snowflake, etc.).

What makes ThoughtSpot a great place to work?

ThoughtSpot 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), ThoughtSpot 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.

ThoughtSpot for All

Building a diverse and inclusive team isn't just the right thing to do for our people, it's the right thing to do for our business. We know we can’t solve complex data problems with a single perspective. It takes many voices, experiences, and areas of expertise to deliver the innovative solutions our customers need. At ThoughtSpot, we continually celebrate the diverse communities that individuals cultivate to empower every Spotter to bring their whole authentic self to work. We’re committed to being real and continuously learning when it comes to equality, equity, and creating space for underrepresented groups to thrive. Research shows that in order to apply for a job, women feel they need to meet 100% of the criteria while men usually apply after meeting 60%. Regardless of how you identify, if you believe you can do the job and are a good match, we encourage you to apply.