Scaled Customer Success Manager

Tiger Data is a company focused on empowering developers and businesses with the fastest PostgreSQL platform designed for various workloads. As a Scaled Customer Success Manager, you will be responsible for managing customer outcomes across a large portfolio, improving retention, driving product adoption, and executing engagement campaigns.

Responsibilities:

• 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

Requirements:

• 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 comfortable analyzing product usage data to identify churn risk and expansion opportunities
• Have partnered closely with RevOps and Marketing on lifecycle campaigns or segmentation efforts
• Have a working opinion on how AI is reshaping Customer Success and actively use tools like ChatGPT, Claude, or Gemini to improve efficiency and quality
• Are curious, decisive, and proactive — you think in systems and solve for scale
• Have strong written and verbal communication skills and can drive clarity in async environments
• Thrive in fast-paced environments where autonomy and collaboration go hand in hand