Customer Success Manager

Tiger Data

15d•Remote

About The Position

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. At TigerData 🐯 (formerly Timescale), we’re building the fastest PostgreSQL platform in the world, powering critical infrastructure for developers and businesses in real-time. 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.

Requirements

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

Nice To Haves

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 ambiguity or aren’t energized by rapid growth and change

Responsibilities

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