Timescale is looking for a Director of Customer Success to lead our team of global Customer Success Managers. We are looking for a leader who will ensure the team's success before their own and believe that building the correct behaviors and actions will lead to positive outcomes. One of our core principles is to start with the customer and work backward.  As a leader on the Customer Care team, you will demonstrate this regularly.

At Timescale, the customer is at the heart of everything we do.  

This role is remote, and English language fluency is a requirement. Due to the location of the team, this role should sit in Western European or Eastern North American time zones. 

About you:

  • You believe that organizations are best when they are diverse and inclusive.  You are committed to ensuring that everything we do reflects this belief.
  • You’ve worked with some of the best customer success managers on the face of the planet, and you are passionate about motivating, mentoring, and developing your people.  
  • You have substantial experience in global SaaS cloud organizations.
  • You understand conversion and expansion and the intricacies of ARR, including modern methodologies within cloud start-ups.
  • Work well independently and remotely.

What you’ll do:

  • Identify and implement strategic and tactical methods that constantly improve customer experience
  • Establish and track KPIs
  • Define and evolve engagement strategy with VP, Customer Care including roles and responsibilities, customer segmentation, coverage model, and engagement model.
  • Continuously monitor and manage customer health to identify churn risk early and drive higher retention.
  • Demonstrated desire for continuous learning and improvement
  • Manage and escalate data inquiries and investigations as needed
  • Manage day-to-day Customer Success operations to ensure projects are running efficiently and that customers are engaged 
  • Take a leadership role in the completion of special projects to support Strategy and Customer Success

Requirements

  • Experience in a cloud-based SaaS, customer care organization 
  • Excellent project management, presentation, communication, and persuasion skills
  • Experience with customer relationship management, content, and work management tools (i.e., Salesforce, Hubspot, and other tools)
  • Experience cultivating and managing teams; coaching and growing talent from entry to more senior-levels
  • Be willing to bring your experiences but evolve your thinking to deliver a best in class experience for our customers
  • Manage multiple projects, juggle priorities, and sense of humor

About Timescale 

At Timescale, we are dedicated to serving developers worldwide, enabling them to build exceptional data-driven products that measure everything that matters: software applications, industrial equipment, financial markets, blockchain activity, consumer behavior, machine learning models, climate change, and more. Analyzing this data across the time dimension (“time-series data”) enables developers to understand what is happening right now, how that is changing, and why that is changing. Timescale develops TimescaleDB, the category-defining open-source relational database for time-series data, and offers fully-managed TimescaleDB and related database services. Timescale is a remote-first company with a global workforce backed by Benchmark Capital, New Enterprise Associates, Redpoint Ventures, Icon Ventures, Two Sigma Ventures, and other leading investors.

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