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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:
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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:
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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 Tech Stack:
