Scaled Customer Success Manager

Scaled Customer Success Manager At Tiger Data, formerly Timescale, we empower developers and businesses with the fastest PostgreSQL platform designed for transactional, analytical, and agentic workloads. Trusted globally by thousands of organizations, Tiger accelerates real-time insights, drives intelligent applications, and powers critical infrastructure at scale. As a globally distributed, remote-first team committed to direct communication, accountability, and collaborative excellence, we're shaping the future of data infrastructure, built for speed, flexibility, and simplicity. Help 1,500 customers adopt faster, grow faster, and stay longer — all while shaping the future of Postgres. At Tiger Data 🐯 (formerly Timescale), we’re building the fastest PostgreSQL platform in the world, powering critical infrastructure for developers and businesses in real-time. As a Scaled Customer Success Manager, you’ll own outcomes across our 1:many customer segment (~1,500 accounts) and play a direct role in improving portfolio retention, driving qualified expansion (CSQLs), and increasing meaningful product adoption at scale. This is a builder-operator role. We’re scaling fast, which means we need someone who can execute strong digital CS motions while helping us refine the system underneath. You’ll be analyzing product usage signals, running re-engagement and risk-mitigation plays, launching monthly customer webinars and roundtables, and building personalized adoption campaigns — powered by AI, driven by data, and always human. You won’t be doing this alone. You’ll work closely with another CSM, our Head of Customer Success, RevOps, and Marketing. The foundation is in place; this is not greenfield, but there’s a real opportunity to strengthen and scale what’s working. If you love databases, developer tools, and helping technical customers succeed at scale, we want to talk to you. What you will be responsible for in this role: - Owning the health and outcomes of our scaled portfolio — including onboarding acceleration, adoption growth, retention risk mitigation, and expansion signal qualification across ~1,500 customers - Designing and executing segmented 1:many engagement campaigns using tools like HubSpot, Salesforce, and Outreach - Building personalized monthly adoption email campaigns that improve engagement, clarify customer use cases, and increase adoption of sticky features - Launching and running a repeatable monthly webinar cadence (product roadmap sessions, customer roundtables, and best-practice sharing) - Designing and running structured, time-bound plays focused on re-engaging dormant accounts, mitigating churn risk, and identifying and qualifying expansion opportunities - Analyzing product usage data and telemetry to identify leading indicators of retention risk and growth opportunity - Generating and qualifying expansion leads (CSQLs) through usage insights and structured discovery — maintaining a strong close rate in partnership with Sales - Collaborating cross-functionally with RevOps and Marketing to refine segmentation, health scoring, and lifecycle campaign infrastructure - Leveraging AI tools like Claude, ChatGPT, and Gemini to draft campaigns, surface risk patterns, summarize usage insights, and improve CS leverage - Providing structured feedback to Product and Engineering based on scaled customer insights You could be a great fit if you: - Have 2+ years of experience as a Customer Success Manager (or similar post-sales role) in a scaling B2B SaaS organization - Have experience working with technical products — familiarity with databases (Postgres/SQL), AWS, or infrastructure concepts is strongly preferred - Can confidently engage technical stakeholders (DevOps engineers, data engineers, engineering leaders) and translate between technical complexity and business value - Have experience running segmented or scaled customer engagement programs (1:many campaigns, webinars, digital outreach) - Are ... (truncated, view full listing at source)