Head of Customer Experience

Responsibilities:

• Lead Tiger Data’s Customer Success and Technical Support organizations, building scalable operating systems for enterprise growth.
• Design customer segmentation, engagement models, escalation paths, and renewal/expansion motions that drive retention and revenue.
• Act as the executive voice of the customer, turning trends and signals into clear recommendations for product and engineering teams.

Qualifications:

• Significant experience leading post-sales teams in high-growth B2B SaaS, infrastructure, or developer tools companies.
• Proven ability to manage managers and highly technical customer-facing talent, with a strong understanding of serving technical customers.
• Strong executive presence and the ability to operate at both strategic and tactical levels, thriving in a fast-paced startup environment.
• High AI fluency and curiosity to improve team productivity and customer experience through innovative workflows.

Team and Environment:

• Report to the VP of Engineering and lead a globally distributed, remote-first team.
• Foster a collaborative culture that embraces diversity, direct communication, and a high-performance, high-empathy work ethic.
• Engage in a dynamic role that requires close involvement in customer escalations, process refinement, and coaching team leaders.