Head of Customer Success – Support

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Tinybird

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2019

🔌 API

🏢 Enterprise

⚡ Productivity

API • Enterprise • Productivity

Tinybird is a data infrastructure platform that enables software teams to build and ship analytics features rapidly. By abstracting data ingestion, storage, computation, and API development into a single workflow, Tinybird significantly reduces dependencies and accelerates the development process. It allows users to create real-time data products, user-facing analytics, and dashboards with ease, all while maintaining high performance and reliability.

📋 Description

• Lead, coach, and support the Customer Success and Support team. • Lead the team in turning PoCs into deals and deals into renewals and expansions by closely managing your team and timely management of the technical relationship with the customers. • Own and improve how we do PoCs and manage them closely, onboard customers, track adoption, identify risks, and help customers succeed with Tinybird. • Ensure customer commitments and expectations are clear when a customer moves from Sales to Customer Success. • Build simple and useful processes for customer health, account reviews, escalations, and renewals, taking advantage of AI and all of the usage data we have to ensure interactions with customers are timely and useful. • Guide the CS team in setting clear priorities and focus on the customers and problems that matter most. • Continue to improve how we manage support requests, technical escalations, and critical customer situations. • Work closely with Sales, Product, and Engineering to both help close and expand accounts as well as to influence the product roadmap, acting as the voice of the customer. • Help the team understand our customers’ business goals and technical requirements and support them when customers face complex architecture, SQL, performance, or scalability problems. • Help decide what should be solved through support, documentation, education, services, or product improvements. • Hire and develop new team members as the company grows. • Create an environment where people can work autonomously, make good decisions, and ask for help when they need it.

🎯 Requirements

• Experience leading a Customer Success, Support, Technical Account Management, Solutions Architecture, or similar customer-facing team. • Experience managing, coaching, and developing people. • A strong understanding of data infrastructure, databases, analytics, developer tools, or real-time systems. • Enough technical depth to understand customer architectures and guide conversations about SQL, performance, and scale. • Experience working with technical customers, especially developers and data engineers. • Strong bias towards (and experience using) AI as a tool to accelerate outcomes and scale capabilities. • Good judgment when balancing customer needs, business priorities, product strategy, and team capacity. • Experience building processes in a growing company without making things unnecessarily complicated. • Strong communication skills, both written and verbal. • The ability to explain technical topics clearly to different audiences. • Comfort working in a fast-changing environment and taking ownership without needing everything to be defined in advance. • A willingness to wear different hats and help wherever needed.

🏖️ Benefits

• Unlimited PTO. We will not count the days you take off, but we insist you take at least 22 days off per year. • Plus, your birthday off and public holidays… but, who’s counting? • Up to 2,800€ home office setup allowance. • Flexible remote work, with team meetups and offsites throughout the year