Head of Customer Experience (SaaS)

TL;DR

Head of Customer Experience (SaaS): Leading Customer Success and Technical Support teams to build a scalable post-sales operating system for enterprise growth with an accent on customer adoption, retention, and cross-functional alignment. Focus on designing segmentation models, managing high-stakes escalations, and integrating AI into support workflows.

Location: Remote (North or South America); must be flexible working across Europe and US time zones.

Company

Tiger Data provides the fastest PostgreSQL platform designed for transactional, analytical, and agentic workloads, serving thousands of organizations globally.

What you will do

• Lead the Customer Success and Technical Support organizations, including managing other managers and technical ICs.
• Operationalize the customer experience strategy to support the company's expansion into larger enterprise accounts.
• Define clear ownership and handoffs between CS, Technical Support, Pre-Sales, Implementation, Product, and Engineering.
• Design scalable customer segmentation, engagement models, health scoring, and renewal/expansion motions.
• Act as the internal executive voice of the customer, translating adoption signals and support patterns into product recommendations.
• Leverage AI to improve support workflows, knowledge management, and overall team productivity.

Requirements

• Significant experience leading post-sales teams (CS, Support, or CX) in high-growth B2B SaaS, infrastructure, or developer tools companies.
• Experience managing managers and leading highly technical customer-facing talent.
• Sufficient technical depth to build credibility with database, platform, and infrastructure audiences.
• Ability to operate at both strategic and tactical levels within a fast-paced startup environment.
• Strong metrics-driven approach to diagnose customer risk, support quality, and adoption patterns.
• Must be based in North or South America.

Nice to have

• Strong AI fluency and experience designing AI-enabled workflows for operational scale.

Culture & Benefits

• Fully remote work opportunities with a globally distributed team.
• Flexible PTO and comprehensive family leave.
• Unique perk: Fridays off in August.
• Long-term growth through stock options.
• Monthly WiFi stipend and professional development resources.
• Premium insurance options for US-based employees.