Head of Customer Success

As a Head of Customer Success at Timescale, you’ll take the reins of a high-impact, global function critical to our company’s success. Reporting directly to our CRO, you’ll lead the evolution of our Customer Success organization, bringing structure and strategic vision while breaking convention and rethinking what “great customer experience” means in the world of databases.

This isn’t your typical CS role. We’re looking for a bold builder: someone who has seen hypergrowth before and isn’t afraid to do things differently. You’ll work cross-functionally to shape how we guide, support, and celebrate our customers throughout their entire lifecycle—from onboarding to expansion and renewal.

If you love shaking up the status quo, get energized by complex technology (especially databases), and believe that deep customer empathy is a strategic advantage, let’s talk.

📍 This role is remote. We are open to candidates in the United States, and due to the distributed team’s location, flexibility in working in a variety of time zones is required. 

What you will be responsible for in this role:

Architecting and executing the long-term vision for Customer Success at Timescale, including segmentation, engagement models, and customer journeys.

• Leading and growing a team of Customer Success Managers, instilling a culture of ownership, innovation, and relentless focus on outcomes.
• Acting as the voice of the customer across the business—partnering closely with Sales, Marketing, Product, and Engineering to influence roadmap and go-to-market decisions.
• Building systems and processes that scale with us while remaining agile and deeply human in approach.
• Driving adoption, satisfaction, retention, and expansion across a global, technical customer base.
• Championing key metrics and customer health reporting that enable proactive engagement and visibility at the executive level.
• Bringing creativity and a willingness to test unconventional strategies in service of customer value.

   

You could be a great fit if you:

• Have 5+ years of experience leading Customer Success in a high-growth B2B SaaS company, ideally with a technical product (bonus points for developer tools or database technologies).
• Are a builder at heart, energized by ambiguity, and excited to craft new paths rather than follow existing ones.
• Have experience working with technical products and users—familiarity with databases is a must, and Postgres or SQL knowledge is a major plus. You don’t need to be an engineer, but you do need to understand how technical customers think.
• Have a proven ability to hire, coach, and lead diverse teams across geographies, while creating a culture of accountability and experimentation.
• Bring strong technical acumen, you can hold your own in conversations about infrastructure, performance, and architecture, and know how to translate customer needs to technical teams.
• Possess executive presence and can inspire confidence in boardroom-level conversations while still being hands-on with customer challenges.
• Are a master communicator who listens deeply and builds authentic, trust-based relationships with customers and colleagues alike.
• Thrive in remote, distributed environments and are motivated by impact, not oversight.
• Believe that organizations are strongest when they reflect the diversity of the world around them and actively work to make that a reality.

You might not be a great fit if:

• You prefer clearly defined playbooks over writing your own.
• You’re risk-averse or uncomfortable experimenting with new approaches.
• You’re not familiar with technical products or uninterested in learning deeply about databases.
• You’re not motivated by the fast, fluid pace of a scaling startup environment.
• You like to operate in the background and avoid direct customer interaction.
• You want to manage but not execute. At Timescale, we all roll up our sleeves—even our most senior leaders.

Our Commitment:

• We will respond to all applicants
• We strive to review all applications fairly, without bias, and shortlist based on relevant skills and experience.
• All active candidates will be informed of what is happening next in the process.