[Hiring] Head of Customer Success & Support @Tinybird

Role Description

We are now looking for someone to lead our Customer Success and Support team. World-class customer support is one of Tinybird's biggest differentiators, and something we take enormous pride in. This role is an opportunity to build on that foundation and shape the next generation of how we help prospects and customers succeed, from their first technical evaluation through onboarding, adoption, and expansion.

• Lead, coach, and support the Customer Success and Support team.
• Lead the team in turning PoCs into deals and deals into renewals and expansions by closely managing your team and timely management of the technical relationship with the customers.
• Own and improve how we do PoCs and manage them closely, onboard customers, track adoption, identify risks, and help customers succeed with Tinybird.
• Ensure customer commitments and expectations are clear when a customer moves from Sales to Customer Success.
• Build simple and useful processes for customer health, account reviews, escalations, and renewals, taking advantage of AI and all of the usage data we have to ensure interactions with customers are timely and useful.
• Guide the CS team in setting clear priorities and focus on the customers and problems that matter most.
• Continue to improve how we manage support requests, technical escalations, and critical customer situations.
• Work closely with Sales, Product, and Engineering to both help close and expand accounts as well as to influence the product roadmap, acting as the voice of the customer.
• Help the team understand our customers’ business goals and technical requirements and support them when customers face complex architecture, SQL, performance, or scalability problems.
• Help decide what should be solved through support, documentation, education, services, or product improvements.
• Hire and develop new team members as the company grows.
• Create an environment where people can work autonomously, make good decisions, and ask for help when they need it.
• Ensure that insights from customers contribute to product improvement.

Qualifications

• Experience leading a Customer Success, Support, Technical Account Management, Solutions Architecture, or similar customer-facing team.
• Experience managing, coaching, and developing people.
• A strong understanding of data infrastructure, databases, analytics, developer tools, or real-time systems.
• Enough technical depth to understand customer architectures and guide conversations about SQL, performance, and scale.
• Experience working with technical customers, especially developers and data engineers.
• Strong bias towards (and experience using) AI as a tool to accelerate outcomes and scale capabilities.
• Good judgment when balancing customer needs, business priorities, product strategy, and team capacity.
• Experience building processes in a growing company without making things unnecessarily complicated.
• Strong communication skills, both written and verbal.
• The ability to explain technical topics clearly to different audiences.
• Comfort working in a fast-changing environment and taking ownership without needing everything to be defined in advance.
• A willingness to wear different hats and help wherever needed.

Requirements

• After some time in the role, the Customer Success and Support teams have clear priorities and responsibilities.
• Tinybird maintains or increases the rate of PoC wins, and NDR continues to grow QoQ and YoY.
• Customers have a more consistent onboarding and support experience.
• We identify customer risks earlier.
• Technical escalations are handled clearly and efficiently.
• The team has the support, coaching, and context needed to do great work.
• Customer feedback reaches Product and Engineering in a more structured way.
• Repeated customer problems become better documentation, processes, tooling, or product improvements.
• We have a clearer understanding of what drives adoption, retention, expansion, and customer satisfaction.

Benefits

• €83,000 - €132,000 a year (includes both salary and target bonus, and a stock options grant).
• Unlimited PTO (minimum of 22 days off per year, plus your birthday off and public holidays).
• Up to 2,800€ home office setup allowance.
• Flexible remote work, with team meetups and offsites throughout the year.