Director of Customer Success

Customer Care

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 teams 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 backwards. As a leader on the Customer Care team, you will demonstrate this on a regular basis.

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

This role is remote, and English language fluency is a requirement.

A little bit 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 strong experience working in global SaaS cloud organizations serving developers.
  • You understand conversion, adoption, and expansion and the intricacies of ARR including modern methodologies within cloud start-ups.
  • Experience and passion for developers as your customer.
  • Work well independently and remotely.

What you will do

  • Identify and implement strategic and tactical methods that constantly improve customer experience.
  • Establish and track KPIs and support company goals and initiatives.
  • 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

  • Number of years of experience in a cloud based saas customer care organization serving developers.
  • 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🐯
Timescale is the creator of TimescaleDB, the industry-leading relational database for time-series. Tens of thousands of organizations trust TimescaleDB today with their mission-critical time-series applications. The company is dedicated to serving software developers and businesses 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 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 is a fully remote company with a global🌎 workforce and is backed by Tiger Global, Benchmark Capital, New Enterprise Associates, Redpoint Ventures, Icon Ventures, Two Sigma Ventures, and other leading investors. For more information, visit www.timescale.com or follow @TimescaleDB.

Working at Timescale🐯
Timescale is breaking boundaries and setting new standards in the innovating and rapidly growing time-series data industry. Built on the foundation of people-focused values and principles, Timescale makes sure integrity, mutual respect, and compassion is at the heart of everything we do. Empowered by our Co-Founders, Ajay Kulkarni (CEO) and Mike Freedman (CTO), we are challenging the norm by working with people who continuously inspire and teach us 🤝. 

Enjoy debating the crunch-factor of different chicken nuggets 🍗, sweating it out during lunch 💦, talking about your kids, whether they be actual children 👶🏽, potted plants 🌱, or four-legged creatures 🐾? You’ll fit right in at Timescale!

What we’re offering
Benefits may differ from country to country.

  • Flexible PTO and family leave
  • Fridays off in August 😎
  • Full remote work from almost anywhere
  • Stock options
  • Monthly WiFi stipend
  • Professional development and educational benefits 📚
  • Premium insurance options for you and your family (US employees)
  • FSA/Dependent FSA plans (US employees)
  • 401(k) retirement plan (US employees)

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