Head of Customer Success

Position Overview

• Location Type: Remote
• Employment Type: Full-Time
• Salary: (Salary not provided)

Timescale is a product-led growth organization focused on empowering businesses with real-time insights from their data. We are seeking a Head of Customer Success to lead the evolution of our Customer Success organization, bringing structure and strategic vision while rethinking the customer experience. This role is remote and open to candidates in the United States, with flexibility in working across time zones.

Requirements

• 5+ years of experience leading Customer Success in a high-growth B2B SaaS company, ideally with a technical product.
• Experience working with technical products and users; familiarity with databases is essential, with Postgres or SQL knowledge being a significant plus.
• Ability to thrive in an ambiguous environment and build new paths.
• Strong understanding of customer lifecycle management.

Responsibilities

• 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, fostering a culture of ownership, innovation, and focus on outcomes.
• Acting as the voice of the customer across the business, partnering with Sales, Marketing, Product, and Engineering to influence roadmap and go-to-market decisions.
• Building systems and processes that scale with the company while maintaining agility and a human-centered approach.
• Driving adoption, satisfaction, retention, and expansion across a global, technical customer base.
• Championing key metrics and customer health reporting to enable proactive engagement and executive visibility.
• Bringing creativity and a willingness to test unconventional strategies in service of customer value.

Company Information

• Company: Timescale
• Mission: Empowering businesses with real-time insights from their data.
• Culture: Product-led growth, remote-first, transparent leadership, globally diverse team.
• Product: A modern PostgreSQL cloud platform.