Customer Success Manager

Were looking for an experienced Customer Success Manager (CSM) to drive adoption, engagement, and growth across a portfolio of high-value customer accounts. Youll build trusted relationships, act as a strategic advisor, and guide customers throughout their journey from onboarding to long-term success.

If youre a proactive, customer-first thinker who enjoys solving problems, connecting technical value to business outcomes, and becoming a true partner to your clients, wed love to hear from you.

This role supports our North America customer base, and candidates should be comfortable working India night shift hours aligned with US time zones.

What Youll Do:

• Partner with Account teams to manage multiple strategic accounts, helping drive annual recurring revenue and long-term retention.
• Cultivate strong customer relationships through proactive engagement and champion building.
• Act as the primary contact for your accounts, translating customer use cases, goals, and requirements into actionable insights for cross-functional teams (Sales, Product, Marketing, Support, Services).
• Guide customers throughout their lifecycle onboarding, adoption, and continued success.
• Understand customers business objectives and help them maximise the value of ThoughtSpot in achieving those goals.
• Gain a deep understanding of each customers technical configuration and provide best practice guidance.
• Collaborate internally to tailor solutions that fit each customers needs and maturity.
• Identify areas of growth within your accounts and support expansion efforts through consultative, value-driven engagement.
• Deliver engaging demos, enablement sessions, and presentations both in person and virtually.

What You Bring:

• Youre a strong communicator who can bridge the gap between technical and non-technical stakeholders.
• A hands-on approach youre willing to dive in to help resolve customer issues or triage them effectively.
• Proven ability to guide customers through technical challenges while expanding platform usage.
• Strong understanding of the data/BI space, including cloud data warehouses, ETL pipelines, and tools such as SQL.
• Background in consulting or advisory roles, with experience applying playbooks and frameworks to drive customer success.
• Passion for analytics, with a drive to deeply understand our platform and its business value.
• 3+ years experience in customer-facing roles (Customer Success, Account Management, Pre-Sales, Support, Services,).
• Skilled in navigating change management, probing for business outcomes, and building strategies to deliver results.
• Solid project management skills and the ability to manage stakeholders at all levels.
• Organised, self-directed, and comfortable operating in a fast-paced, collaborative environment.
• Bachelors degree preferred but not required.