Head of Customer Experience

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...