Director, CS and PS Operations

Skip to main content Director, CS and PS Operations ThoughtSpot Chicago, IL Director, CS and PS Operations ThoughtSpot Chicago, IL 4 days ago 29 applicants See who ThoughtSpot has hired for this role Report this job The RoleWe’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 DoOwn 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 valueBuild Scalable Systems & Processes: Design and optimize end-to-end customer workflows (onboarding through renewal), incorporating automation and AI-assisted workflows to increase coverage and efficiencyOperationalize 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 managementInsights, Forecasting & Planning: Develop dashboards and reporting that translate data into action, including predictive models for churn, expansion, capacity, and headcount planningCustomer Segmentation & Coverage: Define segmentation and engagement models (high-touch vs. digital), ensuring the right level of coverage and resource allocation across the customer baseTooling & Technology: Own the CS tech stack, prioritizing AI-enabled platforms that improve productivity, visibility, and customer engagementTeam Enablement: Equip CSMs with playbooks, insights, and AI-driven guidance to operate more strategically and deliver consistent outcomesCustomer Health & Journey Optimization: Continuously refine customer health frameworks and lifecycle journeys using real-time data and predictive signalsCross-Functional Alignment: Partner with Sales, Product, and Marketing to create a unified, data-driven view of the customer and embed customer insights into GTM decisionsExecutive Reporting & Planning: Lead QBRs, board reporting, and annual planning, bringing clear, insight-driven narratives to leadershipWhat You Bring8+ years in Customer Success Operations, RevOps, or related SaaS leadership rolesProven experience scaling post-sales functions in high-growth environmentsStrong fluency in data, analytics, and AI-driven tools, with the ability to translate insights into actionDeep understanding of SaaS metrics (NRR, GRR, churn, expansion) and customer lifecycle managementTrack record of building scalable processes, systems, and forecasting modelsStrong cross-functional leadership and communication skills, with experience influencing executive stakeholdersBuilder mindset - comfortable operating in ambiguity and driving structure in fast-moving environmentsHybrid Work at ThoughtSpotSpotters are expected in-office 3 days per week to experience the energy of their local office. This approach balances the benefits of in-person collaboration and peer learning with the flexibility needed by individuals and teams.About ThoughtSpotThe world’s most innovative...