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.).

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Last updated on Aug 13, 2024