Head of Customer Experience

Job description

At Tiger Data, formerly Timescale, we empower developers and businesses with the fastest PostgreSQL platform designed for transactional, analytical, and agentic workloads. Trusted globally by thousands of organizations, Tiger accelerates real-time insights, drives intelligent applications, and powers critical infrastructure at scale. As a globally distributed, remote-first team committed to direct communication, accountability, and collaborative excellence, we're shaping the future of data infrastructure, built for speed, flexibility, and simplicity. As Head of Customer Experience at Tiger Data 🐯, you will lead the teams responsible for how customers adopt, grow, troubleshoot, and succeed with Tiger Data after they buy. This is a pivotal role for a pivotal moment. Tiger Data is expanding into larger enterprise accounts, and we need a senior customer leader who can help us build the operating system for that next stage of growth: how we serve customers, how Customer Success and Technical Support work together, how we partner with Pre-Sales and Implementation, how we surface customer signal back into Product and Engineering, and how we turn great customer experience into retention, expansion, and trust. This is not a “manage from the sky” role. You’ll lead managers and build scalable systems, but you’ll also be close to the work: jumping into customer escalations, pressure-testing processes, coaching leaders, inspecting account health, and helping the team make crisp decisions when the playbook is still being written. We need someone who can zoom out to design the system, then zoom back in to fix the handoffs, coach the team, and help unblock a customer escalation. You will report to our VP of Engineering and lead the Customer Success and Technical Support organizations. 📍 This role is remote. We are open to candidates in North or South America. Due to the distributed nature of our team and customer base, flexibility working across Europe and US time zones is a requirement. What you will be responsible for in this role: - 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. You could be a great fit if you: - Have 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. - Have 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. - Have 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. - Have 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. - Are highly metrics-driven and can use data to diagnose customer risk, support quality, adoption patterns, renewal health, expansion opportunities, and team performance. - Have 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. - Are a strong 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. You might not be a great fit if you: - You want a fully mature enterprise CS and Support machine where the systems, roles, handoffs, dashboards, and escalation paths are already neatly defined. - You prefer to manage through layers and dashboards instead of getting close to customers, managers, tickets, escalations, renewal risks, and process gaps. - You are uncomfortable with technical products or do not want to learn deeply about databases, PostgreSQL, cloud infrastructure, performance, reliability, or developer/customer workflows. - You see Customer Success, Technical Support, Sales, Implementation, Product, and Engineering as separate lanes rather than a single, connected customer experience. - You are more comfortable creating a strategy than driving execution, inspecting the work, and holding teams accountable for outcomes. - You struggle in fast-moving startup environments where priorities shift, information is imperfect, and leaders are expected to make clear decisions without waiting for perfect structure. - You are not excited about using AI to improve how customer-facing teams operate, learn, respond, and scale. OUR COMMITMENT: - We respond to every applicant. - We review applications fairly and objectively, and shortlist based on relevant skills and experience. - We ensure clear and timely communication throughout your candidate journey. - We maintain a rigorous interview process with a high bar, designed to give you the opportunity to meet various team members you'll collaborate with across our organization. ABOUT TIGER DATA🐯 https://www.tigerdata.com/about Tiger Data, formerly Timescale, sets the standard as the fastest PostgreSQL platform for modern workloads. Trusted by more than 2,000 customers across 25+ countries and powering over 3 million active databases, we enable developers and organizations to build real-time, intelligent applications at scale. Backed by $180 million from top-tier investors, Tiger Data is building the new standard for data infrastructure, built on PostgreSQL, designed for the future. 👉 👉 Want to get a feel for how we work and what we value? Check out our blog post: What It Takes to Thrive at Tiger Data https://www.timescale.com/blog/what-it-takes-to-thrive-at-timescale We embrace diversity, curiosity, and collaboration. Whether debating the perfect chicken nugget crunch 🍗, sharing workout routines 💪, or discussing your favorite plants 🌱 and pets 🐾, you'll find your community here. OUR TECH STACK: We don't require previous experience with our tech stack, but enthusiasm for learning is key. Our technologies include PostgreSQL, Tiger Cloud, AWS, Go, Docker, Kubernetes, Python, and innovative features like Hypertables, Hypercore, vector search, and real-time analytics. Learn more at https://www.tigerdata.comwww.tigerdata.com http://www.tigerdata.com or follow us on Twitter https://twitter.com/TigerData@TigerDatabase https://x.com/TigerDatabase WHAT WE OFFER: (Please note that benefits may vary based on country.) - 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) Ready to join the future of PostgreSQL? We can’t wait to meet you. 🚀🐯