Head of Customer Success & Support

Overview

Job Description

Responsibilities

• - Lead, coach, and support the Customer Success and Support team.
• - Own and improve how we do PoCs and manage them closely, onboard customers, track adoption, identify risks, and help customers succeed with Tinybird.
• - Ensure customer commitments and expectations are clear when a customer moves from Sales to Customer Success.
• - Build simple and useful processes for customer health, account reviews, escalations, and renewals.
• - Guide the CS team in setting clear priorities and focus on the customers and problems that matter most.
• - Continue to improve how we manage support requests, technical escalations, and critical customer situations.
• - Work closely with Sales, Product, and Engineering to help close and expand accounts as well as to influence the product roadmap.
• - Help the team understand our customers’ business goals and technical requirements.
• - Hire and develop new team members as the company grows.

Required Skills

• - Experience leading a Customer Success, Support, Technical Account Management, Solutions Architecture, or similar customer-facing team.
• - Experience managing, coaching, and developing people.
• - A strong understanding of data infrastructure, databases, analytics, developer tools, or real-time systems.
• - Enough technical depth to understand customer architectures and guide conversations about SQL, performance, and scale.
• - Strong bias towards (and experience using) AI as a tool to accelerate outcomes and scale capabilities.
• - Good judgment when balancing customer needs, business priorities, product strategy, and team capacity.
• - Strong communication skills, both written and verbal.

Benefits

• - Unlimited PTO, with at least 22 days off per year plus your birthday off and public holidays.
• - Up to 2,800€ home office setup allowance.
• - Flexible remote work, with team meetups and offsites throughout the year.