Customer Success Architect in Mountain View, California at ThoughtSpot

The Principal AI Outcomes Manager is ThoughtSpot's most senior strategic presence inside a customer account. You co-own the relationship, the outcomes plan, the renewal, and the expansion — across the entire customer lifecycle and at the highest levels of customer engagement. You are the customer's primary AI analytics advisor and the face of ThoughtSpot to their executive leadership.

This is a named-account role carrying ThoughtSpot's largest and most complex enterprise relationships. You operate fluidly from data teams to the C-suite, shape commercial strategy alongside your AE, and serve as a model for how outcomes management is done across the team. You bring the depth of a seasoned enterprise advisor and the technical command to shape how AI analytics transforms how your customers make decisions.

• Own the business outcomes plan at an executive level. Co-create and govern a Joint Outcomes Plan that ties ThoughtSpot usage directly to the customer's strategic business priorities. Surface high-value use cases across functions and business units. Track, measure, and report on outcome attainment — not just adoption activity — in a way that resonates in the boardroom.
• Partner on the account relationship at every level. Work in lockstep with your AE counterpart, who owns the commercial relationship, to build and maintain multi-threaded champion networks from individual contributors through the C-suite. You own the outcomes and success layer — the strategic context that makes ThoughtSpot indispensable and gives the commercial motion something real to stand on. You are the advisor executives call when they want to understand how AI analytics can reshape how their business operates.
• Drive adoption depth, breadth, and velocity. Push meaningful consumption of Spotter, Liveboards, and Data Apps across entire organizations, not just pilot teams. Use consumption health as a leading indicator. Diagnose gaps early, build intervention plans, and marshal ThoughtSpot resources to execute them.
• Run outcomes reviews and executive QBRs. Lead the conversation, not just the slides. Bring a clear, board-ready value narrative tied to agreed KPIs, and use every QBR to advance the customer's AI roadmap and lock in next steps. You set the tone for how ThoughtSpot is perceived as a strategic partner, not a vendor.
• Own renewal and expansion with commercial rigor. GRR and NRR are your measures. Renewals are never surprises. Expansion is proactive, well-evidenced, and tied to use cases the customer has already validated. You understand the commercial dynamics of your accounts and shape them with the authority that comes from having earned the customer's trust.
• Mock and prototype to accelerate buy-in. Build Liveboards, prototype Spotter agents, and sketch Data App concepts to demonstrate what's possible before a formal build begins. You don't need engineering to move a business conversation forward.
• Know the product deeply and stay ahead of the roadmap. Maintain a command of ThoughtSpot's full product surface — Spotter, Liveboards, Data Apps, and emerging capabilities — and a clear view of where the roadmap is headed. Use that knowledge to proactively connect upcoming capabilities to customer priorities before the customer has to ask, and to credibly advise on how ThoughtSpot fits within their broader data and AI architecture.
• Identify and manage risk proactively. Maintain an accurate, current view of account health. When risk emerges — adoption stalls, champion turnover, competitive pressure, unresolved technical blockers — surface it early, communicate it internally with clarity, and align the right ThoughtSpot resources (CS leadership, Support, Services, Product) to address it before it becomes a renewal threat. No surprises, no excuses.
• Be the customer's voice inside ThoughtSpot. Translate account context into product feedback, roadmap influence, and internal prioritization. At the Principal level, your signal carries weight — you are a primary input into how ThoughtSpot shapes its enterprise product direction.
• Build scalable adoption programs and internal champions. Design and execute change management and enablement programs that turn product deployments into durable business capabilities. You create the playbooks others follow.
• Turn customer success into customer stories. Identify customers who have achieved meaningful outcomes and develop them into referenceable advocates. Partner with Marketing on case studies, reference calls, event participation, and co-marketing opportunities. The best proof of ThoughtSpot's value is a customer who is willing to say so publicly — and finding and nurturing those relationships is part of the job.
• Mentor and elevate the team. Serve as a model and resource for other AI Outcomes Managers. Share what you've learned, contribute to team methodology, and raise the overall craft of outcomes management at ThoughtSpot. You make the people around you better.

• 8+ years in a customer-facing role that blends business and technology — Customer Success, Strategic Accounts, Solutions Consulting, or Advisory within a SaaS or enterprise software environment. You have a track record of owning and growing the most complex, highest-ARR relationships in a portfolio.
• Executive presence and C-suite fluency. You communicate with authority and credibility at the executive level — CDAOs, CFOs, COOs, and their teams. You can simplify a complex AI value story into something a non-technical executive acts on, and you know how to hold an executive's attention through a full business transformation conversation.
• Deep business acumen. You think in outcomes, not activities. You can build and defend a compelling ROI case, connect product usage to business metrics that matter, and co-construct a multi-year value roadmap with a customer's leadership team.
• Analytics and AI fluency. You understand how analytics and AI platforms work inside large enterprises — how they are governed, how they scale, where adoption stalls, and what genuine AI-driven decision-making looks like in practice. Direct expertise with ThoughtSpot or a comparable platform (Tableau, Power BI, Looker, Sigma) is strongly preferred. You can advise customers credibly on where agentic AI and LLMs add real value to analytics workflows.
• Technical depth used with purpose. You can build Liveboards, configure Spotter agents, and prototype Data Apps well enough to move a business conversation. You understand cloud data platforms (Snowflake, Databricks, BigQuery) and can engage confidently with a customer's data or platform team without a solutions engineer beside you.
• Commercial ownership and instinct. You understand the commercial lifecycle of an enterprise account and actively shape it — not just in partnership with an AE, but as a co-owner of the outcome. You have closed complex renewals and led multi-stakeholder expansion conversations.
• Structured, proactive account leadership. You run a multi-threaded account plan across a small portfolio of large accounts without needing to be managed. You surface risk early, communicate clearly, and keep every stakeholder aligned.
• Consultative instinct and intellectual courage. You ask before you advise. You listen for the outcome behind the question. You are willing to challenge a customer's assumptions when it serves their long-term success — and you do it in a way that deepens trust rather than eroding it.

In-Office at ThoughtSpot

Spotters are expected in-office 3+ days per week to be part of the energy of their local team. Momentum compounds when we're in the room together with faster decisions, sharper problem-solving, and the kind of peer learning that doesn't happen over a screen. Being in-office is our default way of working, with flexibility available where it's genuinely needed.

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.

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.

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.

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.

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.