Customer Success Operations Manager

The Role
We're looking for a skilled and experienced Customer Success Operations Manager to join our Revenue Excellence team. The Customer Success Operations Manager will partner closely with Customer Success leadership to streamline processes, operationalize the business strategy, guide data-driven decisions, and optimize for growth.

What You'll Do

• Customer Success Strategy: Be a trusted partner to CS Leadership by defining, tracking, and implementing goals, programs and strategies that scale.
• Customer Health: Define and track key customer health indicators to proactively identify at-risk customers and implement strategies for retention and upselling. Continuously refine and automate customer health score to drive predictable and measurable customer outcomes.
• Data Analysis and Reporting: Utilize data analytics to gain insights into customer behavior and success metrics, providing actionable recommendations for continuous improvement.
• Coverage Model: Own and implement account assignment and coverage model design and frameworks for the Customer Success organization.
• Team Enablement: Collaborate with CS leadership and other stakeholders to equip the Customer Success team with the necessary training, resources, and best practices to deliver exceptional customer experiences. Draft enablement documentation with key stakeholders, publish internally, and facilitate training the Customer Success team.
• Customer Journey Mapping: Understand customer journeys and pain points to identify areas for process improvement and customer engagement optimization. Collaborate with cross-functional teams to address gaps and implement effective solutions.
• Tools & Technology: Improve operational efficiency by optimizing systems and tools to scale processes, drive automation, increase the effectiveness of our CS team, and deliver greater value to our customers.
• Continuous Improvement: Stay updated with industry trends and best practices, driving a culture of continuous improvement and innovation within the Customer Success function.

What You Bring

• 4+ years in a Customer Success Operations role at a technology company, with experience designing workflows and the systems knowledge to implement them
• Strong understanding of post-sale customer lifecycle; from implementation to adoption to renewal
• Expert analytical and reporting skills to find trends and insights using data
• Excellent organizational skills with extensive project management skills, including meeting deadlines and coordinating with multiple stakeholders
• Program management skills and are comfortable multitasking and prioritizing in a fast-paced environment
• Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
• Strong work ethic, desire to learn, and a drive to excel
• Collaborative mindset, across peers, business partners, and leadership
• Clear, concise and effective communication skills, both written and verbal
• Ability to communicate the right level of information to executives and cross-functional teams at the right cadence
• Strong initiative and ability to work in a self-directed environment with a "can do" attitude and growth mindset
• Strong interpersonal skills and the ability to negotiate priorities across organizations
• Salesforce familiarity is a must
• Expertise in Google Sheets and Google Workspace preferred

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.