Head of Customer Experience

🕒 May 1

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TigerData (creators of TimescaleDB)

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2015

☁️ SaaS

🤖 Artificial Intelligence

Database • SaaS • Artificial Intelligence

TigerData is the creator of TimescaleDB, offering a reliable PostgreSQL cloud service designed for high-performance workloads, particularly in time series and real-time analytics. With a focus on security and scalability, TigerData supports demanding applications across various industries by providing lightning-fast data ingestion, complex querying, and efficient management of large datasets. Their services are suitable for customer-facing applications and are used by leading companies in sectors like IoT, AI, and finance.

📋 Description

• Leading Tiger Data’s Customer Success and Technical Support organizations, including managers and highly technical customer-facing teams. • Building and operationalizing Tiger Data’s customer experience strategy for our next phase of growth, especially as we expand into larger enterprise accounts. • Partner to define clear ownership across Customer Success, Technical Support, Pre-Sales, Implementation, Sales, Product, and Engineering so customers experience one Tiger Data team, not internal handoffs. • Designing customer segmentation, engagement models, escalation paths, support coverage, success planning, health scoring, and renewal/expansion motions that scale. • Driving measurable improvements in adoption, retention, gross revenue retention, net revenue retention, expansion, customer satisfaction, time-to-resolution, support quality, and executive visibility into customer health. • Acting as the executive voice of the customer internally, turning customer trends, escalations, support patterns, and adoption signals into clear recommendations for Product, Engineering, GTM, and company leadership. • Building the next generation of customer operating rhythms: QBRs/EBRs, escalation reviews, customer health reviews, renewal risk reviews, expansion planning, support quality reviews, and executive customer reporting. • Coaching and developing managers while staying hands-on enough to understand the reality of the team’s work, customer pain points, and operational gaps. • Using AI thoughtfully to improve the customer experience and team productivity, including support workflows, knowledge management, customer health insights, escalation analysis, team enablement, and customer communication quality. • Hiring, developing, and retaining high-performing customer leaders and individual contributors who can operate with urgency, technical curiosity, ownership, and customer empathy. • Building systems and processes that make the team sharper, faster, and more accountable, without slowing down the startup pace that makes Tiger Data work.

🎯 Requirements

• Significant experience leading Customer Success, Technical Support, Customer Experience, or post-sales teams in a high-growth B2B SaaS, infrastructure, database, developer tools, cloud, or technical platform company. • Managed managers and led teams that include highly technical customer-facing talent, such as Technical Support Engineers, Customer Success Managers, Solutions Engineers, TAMs, or similar roles. • Built or transformed post-sales operating models for enterprise customers, including segmentation, health scoring, adoption motions, renewal risk management, support models, escalation processes, and expansion partnership with Sales. • Understand how to serve technical customers. You do not need to be an engineer, but you need enough technical depth to build credibility with database, infrastructure, platform, and developer audiences. • Can operate at both strategic and tactical altitude: you can define the customer experience vision, communicate it to executives, and then jump into the messy details of churn risk, support escalations, or broken handoffs. • Strong executive presence with customers and internal leaders, including the ability to navigate high-stakes escalations, renewals, expansion conversations, and roadmap trade-offs. • Know how to partner deeply with Sales, Pre-Sales, Implementation, Product, and Engineering without creating turf wars. You clarify ownership, reduce friction, and make the customer journey easier to run. • Highly metrics-driven and can use data to diagnose customer risk, support quality, adoption patterns, renewal health, expansion opportunities, and team performance. • Strong AI fluency and curiosity. You are already using, testing, or designing AI-enabled workflows to improve productivity, insight quality, customer communication, knowledge management, or operational scale. • Talent builder: you know how to coach managers, set a high bar, give direct feedback, build accountability, and create a team culture that is both high-empathy and high-performance. • Thrive in a startup environment where the job is not just to “own the function,” but to build the function while the company is moving fast. • Believe that organizations are strongest when they reflect the diversity of the world around them and actively work to make that a reality.

🏖️ Benefits

• Flexible PTO and comprehensive family leave • Fridays off in August • Fully remote opportunities globally • Stock options for long-term growth • Monthly WiFi stipend • Professional development and educational resources • Premium insurance options for you and your family (US-based employees)