# Head of Customer Experience

**Company:** [Tigerdata](https://hotfix.jobs/companies/tigerdata)
**Location:** Remote
**Role:** Customer Success
**Skills:** Customer Success, Technical Support, Postgres, Customer Health Scoring, Net Revenue Retention, AI Workflows, QBRs, Escalation Management, SaaS Metrics, Enterprise Sales Alignment
**Posted:** 2026-04-30

> Leads Customer Success and Technical Support teams to drive adoption, retention, and expansion for enterprise PostgreSQL platform customers. Builds scalable operating models, acts as voice of customer to Product/Engineering, and leverages AI for team productivity.

## Job Description

## Responsibilities
- Lead Customer Success and Technical Support organizations, including managers and highly technical customer-facing teams.
- Build and operationalize customer experience strategy for growth into larger enterprise accounts.
- Define clear ownership across Customer Success, Technical Support, Pre-Sales, Implementation, Sales, Product, and Engineering.
- Design customer segmentation, engagement models, escalation paths, support coverage, success planning, health scoring, and renewal/expansion motions.
- Drive improvements in adoption, retention, gross/net revenue retention, expansion, customer satisfaction, time-to-resolution, and support quality.
- Act as executive voice of the customer, turning trends and signals into recommendations for Product, Engineering, GTM, and leadership.
- Build customer operating rhythms: QBRs/EBRs, escalation reviews, health reviews, renewal risk reviews, expansion planning, support quality reviews, and executive reporting.
- Coach and develop managers while staying hands-on with escalations, account health, and decisions.
- Use AI to improve support workflows, knowledge management, customer health insights, escalation analysis, team enablement, and communication.
- Hire, develop, and retain high-performing customer leaders and individual contributors.
- Build systems and processes for sharper, faster, more accountable teams.

## Requirements
- Significant experience leading Customer Success, Technical Support, Customer Experience, or post-sales teams in high-growth B2B SaaS, infrastructure, database, developer tools, cloud, or technical platform companies.
- Managed managers and led teams with highly technical customer-facing talent (Technical Support Engineers, Customer Success Managers, Solutions Engineers, TAMs).
- Built or transformed post-sales operating models for enterprise customers (segmentation, health scoring, adoption, renewal risk, support models, escalations, expansion).
- Technical depth to build credibility with database, infrastructure, platform, and developer audiences.
- Operate at strategic and tactical levels: define vision and handle churn risk, escalations, handoffs.
- Strong executive presence for escalations, renewals, expansions, roadmap trade-offs.
- Partner deeply with Sales, Pre-Sales, Implementation, Product, Engineering without turf wars.
- Highly metrics-driven: diagnose risk, quality, adoption, renewals, expansion, performance with data.
- Strong AI fluency: using/testing AI-enabled workflows for productivity, insights, communication, knowledge management.
- Strong talent builder: coach managers, set high bar, direct feedback, build high-empathy/high-performance culture.
- Thrive in fast-moving startup environments.

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