Senior Customer Success Manager
Own the customer success strategy for Fortune 5000 accounts focusing on AI agents adoption.
Location: London
Job Tags: Product
About The Role
The Senior CSM is a unique blend of a technical expert and strategic relationship builder. You will drive adoption within a portfolio of Fortune 5000 accounts, moving beyond traditional BI to help customers deploy AI Agents and Embedded Analytics. You'll be as comfortable discussing API authentication with a developer as you are discussing ROI with a CDO.
What You'll Do:
* Account Strategy: Be part of a focused team managing multiple Fortune 5000 accounts, responsible for driving adoption, tie usage to business problems, and build expansion opportunities through passive selling.
* Champion Agentic AI: Partner with customers to move from 'dashboards' to 'agents,' helping them leverage ThoughtSpot Agents and LLM-based workflows to automate data insights.
* Architect & Advice: Guide technical stakeholders through the development lifecycle of building high-performance data apps using our APIs and SDKs, while ensuring their data stack (Snowflake/Databricks/BigQuery) is optimized for AI-driven search.
* Voice of the Customer: Act as the primary technical point of contact, communicating requirements and use cases in a way that is actionable for ThoughtSpot's Product, Engineering, and Marketing teams.
* Relationship Management: Foster robust relationships through proactive champion building, acting as the bridge between human business needs and complex data technicalities.
* Bridge Business and Technology: Translate customer business goals into technical requirements and, conversely, explain the business value of technical features to stakeholders.
* Technical Enablement: Run advanced workshops and live demos that showcase the 'Art of the Possible' with AI, embedding, and agentic analytics.
What Sets You Apart:
* A Consultative Problem Solver: You have a knack for understanding complex business challenges and prescribing elegant technical solutions.
* Technically Curious: You have a deep passion for the data space and are constantly learning about new technologies like LLMs and Generative AI.
* Incredible Communicator: You can command a room of data architects and then pivot to explain a technical concept in simple terms to a business leader.
* Proactive & Eager to Help: You are a natural problem solver who enjoys diving in to help customers with their initial technical hurdles.
* Alongside fluency in English, able to speak European languages, e.g. French, Spanish, German, in a business environment
What You Bring:
* 5+ years in a customer-facing technical role (Technical CSM, Solutions Architect, or Sales Engineer) within the Data/SaaS space.
* Analytics & AI Depth: Strong knowledge of the modern data stack (Snowflake/BigQuery/Databricks) and an understanding of LLM-based applications or AI Agents.
* Developer Literacy: Proficiency in SQL and familiarity with JavaScript/TypeScript frameworks (React, Angular, or Vue) for supporting embedded use cases.
* Integration Knowledge: Comfort discussing REST APIs, webhooks, and security protocols like SAML/OIDC.
* The 'Consultative Edge': The ability to translate complex technical 'how-to' into strategic 'why-it-matters' for executive stakeholders.
* Master's/Bachelor's Degree preferred but not required.
Mandatory and Required Skills for All ThoughtSpot Roles
Spotters are expected to demonstrate AI literacy and workflow integration to include the ability to:
* Comfortably and confidently integrate artificial intelligence into their daily workflow to increase productivity and quality.
* Hands‑on experience to leverage AI tools (industry‑leading LLMs) to increase productivity, automate routine tasks, and improve work quality.
* Speak to the experience of using AI for research, content creation, and document summarization while maintaining ownership of judgment and final decisions.
* Write effective prompts to get the most accurate and creative results from AI tools.
Spotters are expected to exemplify these key traits and AI Mindset:
* Curiosity in exploring new AI tools
* Adaptability to quickly learn and implement new, emerging AI technologies
* Critical thinking to know when to identify when AI should be used versus when human judgement is necessary
This combination of curiosity, adaptability, and discernment defines the AI mindset, and it's required for every role at ThoughtSpot.
Hybrid Work at ThoughtSpot
This office‑assigned role is available as a hybrid position, reporting to the office in UK - London.
Spotters assigned to an office are encouraged to experience the energy of their local office with an in‑office expectation of 2-3 days per week. This approach balances the benefits of in‑person collaboration and peer learning with the flexibility needed by individuals and teams.
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