[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Tiger Data, formerly Timescale, empowers developers and businesses with a fast PostgreSQL platform. As a Customer Success Manager, you will own a portfolio of high-impact accounts, focusing on customer adoption, retention, and expansion while collaborating with various teams to ensure customer needs are met.ResponsibilitiesOwning the health, success, and growth of your customer portfolio — including onboarding, adoption, retention, expansion, and advocacyAnalyzing account health, identifying risk, and creating data-informed success plans that align with customer ROIBuilding strong, multithreaded relationships with technical and business stakeholders, including execsLeading customer engagements like onboarding calls, QBRs, roadmap discussions, and escalation resolutionCollaborating with Sales, Product, Support, and Engineering to advocate for customer needs and influence the roadmapGenerating and qualifying expansion leads (CSQLs) through discovery, usage insights, and strategic conversationsDriving internal improvements to our CS playbooks, tooling, and automation as we scaleLeveraging AI to optimize workflows, surface risk, generate content, and improve customer touchpointsHelping us convert customers into active champions — case studies, testimonials, reference calls, and moreSkills2+ years of experience as a Customer Success Manager in a scaling B2B SaaS org, ideally in the $50M–$100M ARR rangeFluent in customer success motions (success planning, adoption frameworks, risk mitigation, QBRs, value mapping, CSQL generation)Hands-on technical experience with databases (e.g., Postgres, SQL, AWS, Azure) or have been in developer relations, data engineering, or similarCan translate fluently between business goals and technical complexity — you're as comfortable with a VP Eng as a DevOps ICKnow what great looks like and have built or iterated on CS playbooks, customer journeys, and internal toolingCurious, decisive, and proactive — you think ahead and solve for scaleExcellent time management, organization, and prioritization skills — you know how to stay focused in fast-moving, ambiguous environmentsA working opinion on how AI is reshaping CS, and are actively experimenting with tools like GPT, Claude, or Zapier AIStrong communication skills (written, verbal, async) and know how to build trust quickly with customersThrive in fast-paced environments where ambiguity is a feature, not a bugCandidates must be US-based, with EST or CST time zones strongly preferredBenefitsFlexible PTO and comprehensive family leaveFridays off in August 😎Fully remote opportunities globallyStock options for long-term growthMonthly WiFi stipendProfessional development and educational resources 📚Premium insurance options for you and your family (US-based employees)Company OverviewPostgres for Developers, Devices, and Agents. The data platform trusted by hundreds of thousands from IoT to Web3 to AI and more. It was founded in 2015, and is headquartered in New York, New York, USA, with a workforce of 51-200 employees. Its website is https://www.tigerdata.com/.