Head of Customer Experience

TigerData (creators of TimescaleDB)

. Leading Tiger Data’s Customer Success and Technical Support organizations, including managers and highly technical customer-facing teams.

Posted 5/1/2026full-timeRemote • 🇺🇸 United StatesLeadWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer success managementtechnical support managementcustomer experience strategycustomer segmentationhealth scoringadoption motionsrenewal risk managementescalation processesmetrics-driven analysisAI-enabled workflows

Soft Skills

executive presencecoachingteam culture buildinghigh-empathyhigh-performancestrategic thinkingtactical executioncommunicationcollaborationproblem-solving