Director, CS and PS Operations

The Role We’re looking for a strategic and hands-on Director of Customer Operations to scale and modernize our Customer Success and Professional Services functions. This role sits at the center of our post-sales engine, partnering closely with CS and PS leadership to drive operational excellence, predictable growth, and exceptional customer outcomes. You will design the systems, processes, and insights that power the business - leveraging data, automation, and AI to increase team productivity, improve customer visibility, and enable more proactive, personalized engagement at scale. What You’ll Do: Own Customer Operations Strategy: Partner with CS and PS leadership to define and execute a data-driven customer success strategy that improves retention, expansion, and customer lifetime value Build Scalable Systems & Processes: Design and optimize end-to-end customer workflows (onboarding through renewal), incorporating automation and AI-assisted workflows to increase coverage and efficiency Operationalize AI in Post-Sales: Identify and implement AI-powered solutions (e.g., health scoring, risk prediction, next-best action) to enable more proactive and predictive customer management Insights, Forecasting & Planning: Develop dashboards and reporting that translate data into action, including predictive models for churn, expansion, capacity, and headcount planning Customer Segmentation & Coverage: Define segmentation and engagement models (high-touch vs. digital), ensuring the right level of coverage and resource allocation across the customer base Tooling & Technology: Own the CS tech stack, prioritizing AI-enabled platforms that improve productivity, visibility, and customer engagement Team Enablement: Equip CSMs with playbooks, insights, and AI-driven guidance to operate more strategically and deliver consistent outcomes Customer Health & Journey Optimization: Continuously refine customer health frameworks and lifecycle journeys using real-time data and predictive signals Cross-Functional Alignment: Partner with Sales, Product, and Marketing to create a unified, data-driven view of the customer and embed customer insights into GTM decisions Executive Reporting & Planning: Lead QBRs, board reporting, and annual planning, bringing clear, insight-driven narratives to leadership What You Bring: 8+ years in Customer Success Operations, RevOps, or related SaaS leadership roles Proven experience scaling post-sales functions in high-growth environments Strong fluency in data, analytics, and AI-driven tools, with the ability to translate insights into action Deep understanding of SaaS metrics (NRR, GRR, churn, expansion) and customer lifecycle management Track record of building scalable processes, systems, and forecasting models Strong cross-functional leadership and communication skills, with experience influencing executive stakeholders Builder mindset - comfortable operating in ambiguity and driving structure in fast-moving environments  In California, the estimated annual salary range for this role is $200k – $245k per year. In Illinois, the estimated annual salary range for this role is $180k – $230k per year.   Actual compensation may vary and will be determined based on permissible, non-discriminatory factors such as skills, qualifications, experience, and location of the selected candidate. Additional benefits for this role may include: equity, company bonus or sales commissions/bonuses; 401(k) plan; medical, dental, and vision benefits.   Mandatory and Required Skills for All ThoughtSpot Roles Spotters are expected to demonstrate AI literacy and workflow integration to include to 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. AI Mindset for All Spotters At ThoughtSpot, we believe AI is a necessary and essential part of how we work. Every role, across every team, is expected to be fluent and comfortable with using AI to do their best work. All Spotters are expected to experiment with ThoughtSpot’s AI tools (like Spotter and SpotterViz) and leading industry LLMs to streamline workflows, enhance output, and uncover new insights. Whether drafting content, analyzing data, or summarizing documents, AI is a daily partner. We value curiosity, openness to learning, and thoughtful application of AI to create real value. Training and resources are provided so every Spotter can confidently create with AI. Hybrid Work at ThoughtSpot This office-assigned role is available as a hybrid position, reporting to the office in US - Mountain View. 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. ThoughtSpot for All At ThoughtSpot, diverse teams build better products. Complex data problems need many perspectives, not just one. We welcome different backgrounds, identities, and experiences, and we work to create a place where everyone can be themselves and do their best work. If this role excites you and you believe you’re a strong match, we encourage you to apply. What Makes ThoughtSpot a Great Place to Work? ThoughtSpot is the Agentic Analytics Platform that empowers every enterprise to transform insights into action, on a mission to make the world more fact driven. 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 Trust, Customer Obsession, Innovation and Intensity, 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. About ThoughtSpot The world’s most innovative companies turn to ThoughtSpot’s AI-Powered Analytics to put data in the hands of everyone, from the C-suite to the frontline. With simple, natural language search and AI, anyone can ask questions, discover insights, and act with confidence. Unlike legacy tools that sacrifice performance for complexity, ThoughtSpot is intuitively designed for every business user while being built to handle the most complex, large-scale data, wherever it resides. This unique combination of speed and simplicity is why enterprise leaders trust ThoughtSpot to transform decision-making into a truly data-driven culture. At ThoughtSpot, we’re a curious, data-driven bunch. We believe the world works better when everyone has access to facts. That’s why we build products that make asking and answering data questions as natural as having a conversation.