Head of Customer Experience

Tiger Data (creators of TimescaleDB)

United States

On-site

USD 150,000 - 200,000

Full time

14 days+

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Benefits offered by this job

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 US-based employees

Job summary

Tiger Data is seeking a Head of Customer Experience to lead teams in enhancing customer adoption and success. This pivotal role focuses on building and operationalizing customer experience strategies as the company targets larger enterprise accounts. Candidates should have extensive experience in customer success leadership within a high-growth B2B SaaS environment and a strong understanding of technical customer engagement. The position is fully remote, open to candidates across North and South America with flexibility across time zones.

Qualifications

Experience leading Customer Success or Technical Support in a high-growth B2B SaaS environment.
Ability to manage and develop technical customer-facing teams.
Experience in building post-sales operating models for enterprise clients.

Responsibilities

Lead Customer Success and Technical Support teams.
Build customer experience strategies for enterprise accounts.
Use AI to enhance customer workflows and insights.

Skills

Customer Success Leadership

Technical Support Expertise

B2B SaaS Experience

Metrics-driven Analysis

AI Fluency

Coaching and Development

Job description

Overview

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 are 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 as Tiger Data expands into larger enterprise accounts. 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 signals back into Product and Engineering, and how we turn great customer experience into retention, expansion, and trust. You will report to our VP of Engineering and lead the Customer Success and Technical Support organizations. This role is remote and open to candidates in North or South America, with flexibility to work across Europe and US time zones.

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: handling customer escalations, testing processes, coaching leaders, inspecting account health, and helping the team make crisp decisions when the playbook is still being written.

Responsibilities

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.

Qualifications

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.

About Tiger Data

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.

What We Offer