The Role

As the Lead Customer Success Manager for the Commercial Segment in EMEA, you will play a role in leading and supporting, while also being focused on Commercial customers across the region. Acting as the Customer Success Manager for a portfolio of Key Commercial accounts, directly owning their post-sale success.

You will guide the team in managing the customer lifecycle - from onboarding to renewal - while maintaining a strategic lens on regional customer health, risks, and opportunities. Your leadership will help ensure platform adoption, value realization, and overall retention and growth across the Commercial segment.

Location: London (Hybrid)

What You’ll Do:

Lead & Develop the Team:

• Provide day-to-day coaching, support, and mentorship to Customer Success Managers across EMEA.

• Foster a collaborative, customer-centric culture focused on excellence and continuous improvement.

Oversee Commercial Customer Health (EMEA)

• Monitor customer health trends across the EMEA Commercial segment, identifying risk patterns, expansion opportunities, and areas for operational improvement.

• Partner with cross-functional teams to address regional challenges and enhance the overall customer experience.

Own Key Commercial Accounts:

• Serve as the primary CSM for a group of strategic Commercial customers.
  Drive platform adoption, deliver measurable business outcomes, and manage renewals and expansion conversations.

Execute for Segment Success:

• Support the team in executing scalable customer success strategies aligned with retention (GRR) and growth (NRR) targets.

• Ensure consistent delivery of high-quality engagement across the segment.

Refine & Improve Processes:

• Collaborate with CS Operations and leadership to optimize processes and tooling for the Commercial Segment.

• Implement best practices and drive operational consistency across the team.

Champion Customers & Support Escalations:

• Act as an escalation point for your team’s Commercial accounts.

• Advocate for customer needs by collaborating with Sales, Product, Support, and other internal teams.

What You Bring:

• Effective Team Leader: Passionate about developing talent and creating a high-performing, positive team environment.

• Strategic & Analytical: Skilled at interpreting data to assess customer health, forecast trends, and guide team execution.

• Customer-Obsessed: Deeply empathetic to customer needs and committed to driving their success.

• Operationally Excellent: Strong at building repeatable processes, managing KPIs, and driving efficiency.

• Hands-On & Accountable: Comfortable balancing people leadership with direct customer ownership.

• Technical acumen: Strong, hands-on understanding of the modern data stack: cloud data warehouses (Snowflake, BigQuery, Redshift), ETL/ELT concepts, and data modeling.

Qualifications:

• 4–6+ years in customer success or account management in a B2B SaaS environment.

• 1–2+ years in a team lead, mentorship, or formal management role.

• Experience managing Commercial or mid-market customer segments, ideally across EMEA.

• Strong understanding of SaaS customer lifecycle metrics (Churn, GRR, NRR, CSAT).

• Hands-on experience working with data analytics or business intelligence tools, with the ability to guide customers in deriving insights and driving adoption.

• Demonstrated ability to lead projects, drive process improvements, and influence cross-functional stakeholders.

What makes Thought Spot a great place to work?

Thought Spot 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), Thought Spot 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.

Thought Spot 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 Thought Spot, 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.