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Customer Success Operations Manager



Customer Service, Sales & Business Development, Operations
United States · Remote
Posted on Tuesday, June 4, 2024

Customer Success Operations Manager

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:

  • Guide annual GTM planning process (FY and long-range modeling, capacity setting, comp plan design, coverage models)
  • Track leading indicators of retention, renewals management, adoption, utilization, etc.
  • Develop analytical insights that drive recommendations for action around risk mitigation and growth
  • Lead compensation process; designing/maintaining compensation plans, working with Finance on design and execution
  • Establish success metrics and definitions across the Customer Success team, and the associated reporting and dashboards needed by team members
  • Forecast and maintain up to date views of team capacity, and compare this to the optimal coverage model to determine hiring decisions and areas of efficiency gain
  • Own and implement account assignment and coverage model design and frameworks for the Customer Success organization
  • Improve operational efficiency by optimizing systems and tools to scale processes, drive efficiency, increase the effectiveness of our CS team, and deliver greater value to our customers
  • Be a trusted partner to the CS Leadership by defining, tracking, and implementing goals, programs and strategies that scale
  • Help develop and select the appropriate suite of metrics
  • Advise leadership on the availability, reliability, and robustness of customer data

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
  • Salesforce familiarity is a must
  • 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
  • Have 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

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.

About ThoughtSpot

The world’s most innovative companies use AI-Powered Analytics from ThoughtSpot to empower every person in their organization, from C-suite executive to frontline employee, with the ability to ask and answer data questions, create and interact with data-driven insights, and use these insights to make informed decisions and take action. ThoughtSpot is simple enough for any business person to use, yet built to handle even the largest, most complex data, wherever it may reside. That’s why customers like T-Mobile, BT, Snowflake, HubSpot, Exxon, Daimler, Medtronic, Hulu, Nasdaq, OpenTable, Huel, and Nationwide Building Society have turned to ThoughtSpot to transform their data driven decision-making cultures.

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