Scaled Customer Success Manager

📋 Description

• • **Shape the Future of Data Infrastructure at TigerData:** Join TigerData, formerly Timescale, a leader in building the world's fastest PostgreSQL platform. We empower developers and businesses with a cutting-edge solution designed for transactional, analytical, and agentic workloads. Our platform is trusted by thousands of organizations globally, accelerating real-time insights, driving intelligent applications, and powering critical infrastructure at an unprecedented scale. As a globally distributed, remote-first company, we foster direct communication, accountability, and collaborative excellence, actively shaping the future of data infrastructure with a focus on speed, flexibility, and simplicity.
• • **Drive Customer Success at Scale:** In this Scaled Customer Success Manager role, you will be instrumental in nurturing and growing our 1:many customer segment, encompassing approximately 1,500 accounts. Your primary focus will be on enhancing portfolio retention, generating qualified expansion opportunities (CSQLs), and driving meaningful product adoption across a broad customer base. This is a unique opportunity to impact customer lifetime value and contribute directly to TigerData's growth trajectory.
• • **A Builder-Operator Role for a Fast-Growing Company:** This is a dynamic, hands-on position for an individual who thrives in a fast-paced, scaling environment. You will be responsible for executing robust digital Customer Success motions while simultaneously contributing to the refinement and optimization of our underlying systems and processes. Your work will involve analyzing product usage signals to proactively identify trends, implementing re-engagement strategies for at-risk accounts, and developing targeted risk-mitigation plays. You will also be at the forefront of launching and managing monthly customer webinars and roundtables, and crafting personalized adoption campaigns that leverage AI, are data-driven, and maintain a human-centric approach.
• • **Collaborative Cross-Functional Environment:** You will not be working in isolation. This role offers a highly collaborative experience, working closely with another Customer Success Manager, the Head of Customer Success, the RevOps team, and the Marketing department. While a solid foundation is already in place, this position presents a significant opportunity to strengthen and scale existing successful initiatives. Your insights and contributions will be vital in refining our customer segmentation, health scoring mechanisms, and overall customer lifecycle campaign infrastructure.
• • **Key Responsibilities and Impact:**
• • **Portfolio Ownership:** Take full ownership of the health and outcomes for a scaled portfolio of approximately 1,500 customers. This includes accelerating onboarding, fostering adoption growth, proactively mitigating retention risks, and qualifying expansion opportunities.
• • **1:Many Engagement Strategy:** Design and execute sophisticated, segmented 1:many engagement campaigns utilizing leading tools such as HubSpot, Salesforce, and Outreach to ensure consistent and effective communication.
• • **Personalized Adoption Campaigns:** Develop and deploy personalized monthly email campaigns designed to boost customer engagement, clarify value propositions, and drive adoption of key, sticky product features.
• • **Webinar and Roundtable Cadence:** Launch and manage a repeatable monthly webinar series, featuring product roadmap updates, customer best-practice sharing, and interactive roundtables to foster community and knowledge sharing.
• • **Proactive Risk Mitigation and Growth Plays:** Design and implement structured, time-bound plays specifically aimed at re-engaging dormant accounts, mitigating churn risk, and identifying and qualifying potential expansion opportunities.
• • **Data-Driven Insights:** Analyze product usage data and telemetry to identify leading indicators of retention risk and growth opportunities, enabling proactive interventions.
• • **Expansion Lead Generation:** Generate and qualify expansion leads (CSQLs) by leveraging usage insights and conducting structured discovery, working in close partnership with the Sales team to maintain a strong close rate.
• • **Cross-Functional Collaboration:** Partner closely with RevOps and Marketing to refine customer segmentation, enhance health scoring models, and optimize the infrastructure for lifecycle campaigns.
• • **AI-Powered Efficiency:** Leverage AI tools such as Claude, ChatGPT, and Gemini to draft campaign content, surface complex risk patterns, summarize usage insights, and generally improve Customer Success leverage and efficiency.
• • **Product Feedback Loop:** Provide structured, actionable feedback to the Product and Engineering teams based on insights gathered from the scaled customer base, contributing to product development and improvement.
• • **Ideal Candidate Profile:** We are seeking individuals who are passionate about databases, developer tools, and enabling technical customers to achieve success at scale. If you possess a strong analytical mindset, a proactive approach to problem-solving, and a desire to build and optimize customer success programs, we encourage you to apply.