Customer Success Manager: Timescale

Job Description

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. 

As a Customer Success Manager, you will partner with our growth customers to drive leveraging data to improve customer conversion, expansion, and retention. This is a very operational and data-focused role where you’ll work across our growing SMB portfolio, building our strategy and operational processes around these customers. You will act as Timescale’s “face” to our customers, spending your days uncovering new ways to help them do amazing things with technology and continue on their time-series journey.

This is an exciting opportunity to join a fast-growing startup and make a big difference in our customers’ success now and in the future.

Your main responsibilities will include:

• Oversee a large portfolio of SMB customers, helping them achieve their goals and drive business outcomes cross-portfolio and at-scale
• Drive growth, net revenue retention, and product adoption across our SMB portfolio
• Lead strategic initiatives to improve our SMB go-to-market machine, such as developing scalable ways through data to optimize conversion, monitor churn risk, and identify expansion opportunities.
• Maintain and build our systems with the goal of powering our metrics tracking, operational cadence, and increasing our ability to be proactive and prescriptive in how we engage with customers.
• Collaborate with product, marketing, and other internal teams to build a holistic view of our customers across internal and external data sources
• Develop and evolve communication cadences with customers to stay in-the-know about adoption trends, sentiment, and overall account health
• Collaborate closely with cross-functional teams to support trial customers, conversions, and expansion opportunities (e.g., engineering, product, marketing, etc.)
• Act as the voice of the customer to provide actionable feedback to the other teams regarding product and service improvements 

What You’ll Have:

• 2-4 years of experience in Customer Success, Business development, Onboarding, account/relationship Management, or similar role at a Saas Company
• Experience building relationships, mitigating churn, and driving adoption and renewals using data and analytics.
• Experience collaborating with your internal Sales and/or support team to understand client needs and communicate product feedback
• Exceptional communication skills, highly organized, collaborative, and detail-oriented
• Experience using Salesforce, Outreach, and Hubspot is preferred 
• Experience working with technical products is a plus 
• Curiosity and the desire to learn and practically apply newly acquired skills. 
• Results-driven mentality, with a bias for speed and action
• Ability to work well independently and remotely