[Hiring] Head of Customer Experience @Tiger Data

Role Description

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
• 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
• Helping the team make crisp decisions when the playbook is still being written

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.
• 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.
• Hiring, developing, and retaining high-performing customer leaders and individual contributors.
• Building systems and processes that make the team sharper, faster, and more accountable.

Qualifications

• 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.
• Experience managing managers and leading teams that include highly technical customer-facing talent.
• Experience building or transforming post-sales operating models for enterprise customers.
• Understanding of how to serve technical customers.
• Ability to operate at both strategic and tactical altitude.
• Strong executive presence with customers and internal leaders.
• Ability to partner deeply with Sales, Pre-Sales, Implementation, Product, and Engineering.
• Highly metrics-driven with the ability to use data to diagnose customer risk.
• Strong AI fluency and curiosity.
• Strong talent builder with the ability to coach managers and build accountability.
• Thrives in a startup environment.
• Believes in diversity and actively works to make it a reality.

Requirements

• You want a fully mature enterprise CS and Support machine.
• You prefer to manage through layers and dashboards instead of getting close to customers.
• You are uncomfortable with technical products.
• You see Customer Success, Technical Support, Sales, Implementation, Product, and Engineering as separate lanes.
• You are more comfortable creating a strategy than driving execution.
• You struggle in fast-moving startup environments.
• You are not excited about using AI to improve operations.

Benefits

• Flexible PTO and comprehensive family leave
• Fridays off in August 😎
• Fully remote opportunities globally
• Stock options for long-term growth
• Monthly WiFi stipend
• Professional development and educational resources 📚
• Premium insurance options for you and your family (US-based employees)