Customer Success Manager

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. Help our customers adopt faster, grow faster, and stay longer — all while shaping the future of Postgres. As a Customer Success Manager, you’ll own a portfolio of high-impact accounts and play a direct role in revenue retention, expansion, and customer advocacy. This is a builder-operator role. We’re scaling fast, which means we need people who can run world-class CS motions and help us design the system underneath. You’ll be diagnosing risk, mapping success plans, deepening multithreaded relationships (from DevOps engineers to CTOs), and helping us push what great CS looks like; powered by AI, driven by data, and always human. If you love databases, developer tools, and helping customers succeed at scale, we want to talk to you. This is a remote role. Candidates must be US-based, with EST or CST time zones strongly preferred. What you will be responsible for in this role: - Owning the health, success, and growth of your customer portfolio — including onboarding, adoption, retention, expansion, and advocacy - Analyzing account health, identifying risk, and creating data-informed success plans that align with customer ROI - Building strong, multithreaded relationships with technical and business stakeholders, including execs - Leading customer engagements like onboarding calls, QBRs, roadmap discussions, and escalation resolution - Collaborating with Sales, Product, Support, and Engineering to advocate for customer needs and influence the roadmap - Generating and qualifying expansion leads (CSQLs) through discovery, usage insights, and strategic conversations - Driving internal improvements to our CS playbooks, tooling, and automation as we scale - Leveraging AI to optimize workflows, surface risk, generate content, and improve customer touchpoints - Helping us convert customers into active champions — case studies, testimonials, reference calls, and more You could be a great fit if you: - Have 2+ years of experience as a Customer Success Manager in a scaling B2B SaaS org, ideally in the $50M–$100M ARR range - Are fluent in customer success motions (success planning, adoption frameworks, risk mitigation, QBRs, value mapping, CSQL generation) - Bring hands-on technical experience with databases (e.g., Postgres, SQL, AWS, Azure) or have been in developer relations, data engineering, or similar - Can translate fluently between business goals and technical complexity — you’re as comfortable with a VP Eng as a DevOps IC - Know what great looks like and have built or iterated on CS playbooks, customer journeys, and internal tooling - Are curious, decisive, and proactive — you think ahead and solve for scale - Have excellent time management, organization, and prioritization skills — you know how to stay focused in fast-moving, ambiguous environments - Have a working opinion on how AI is reshaping CS, and are actively experimenting with tools like GPT, Claude, or Zapier AI - Have strong communication skills (written, verbal, async) and know how to build trust quickly with customers - Thrive in fast-paced environments where ambiguity is a feature, not a bug You might not be a great fit if: - You’re new to working with technical products or are uninterested in learning about databases and infrastructure - You prefer following detailed playbooks over building and iterating on them - You’re not comfortable leading customer conversations at both technical and executive levels - You avoid ambigu