Posted on November 4, 2020

Strategic Customer Success Manager (Customer Care)

Timescale


  • Job type: Full-time
  • Hiring From: USA / Europe
  • Salary:
  • Category: Customer Support / Customer Success
  • Customer Support Management Sales

Location – USA / Europe

Timescale is looking for a Strategic Customer Success Manager who will help our customers take our category-defining time-series database and other new products from trial to production (and beyond). This role will focus on our cloud offerings and report to our VP of Customer Care.

As a member of Timescales Customer Care team, you will partner with our customers to drive Timescale adoption, engagement, and services consumption as well as demonstrate ongoing value customized for customers needs. This critical function is responsible for onboarding new customers, driving ongoing adoption, and ensuring long term success and expansion. You will act as the face of Timescale to our customers, with your days spent 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 the success for our customers, now and in the future.

What you’ll do:

  • Drive conversion, retention, and expansion among our most valuable customers by understanding their business needs, defining success criteria, and helping them achieve their goals

  • Develop a communication cadence with customers to stay in-the-know about adoption trends, sentiment, and overall account health

  • Uncovering opportunities for deeper engagement expansion opportunities

  • Motivate customers to act as Timescale advocates (e.g., securing testimonials, case studies, and other references)

  • Collaborate closely with cross-functional teams to support trial customers, conversions, and expansion opportunities (e.g., engineering, product, marketing, etc.)

  • Provide actionable feedback to the other teams regarding product and service improvements (Voice of the Customer)

  • Work with accounts of all sizes, from our largest customers to up-and-coming startups 

Desired Experience and Skills:

  • Multiple years in a Customer Success, Relationship Management, or similar role

  • Ability to learn and explain technical infrastructure, concepts, and data products

  • A passion for developers and the things they build 

  • Experience working with large strategic customers and development teams, particularly in cloud / SaaS settings (you understand the end-to-end operating model, from customer acquisition to growing usage)

  • Experience building and maintaining relationships, while working to mitigate churn and drive adoption and renewals

  • Exceptional communication skills, highly organized, collaborative, and detail oriented

  • Empathetic, positive attitude with a desire to help our customers reach their goals: youre passionate about making our customers look good!

  • Results-driven mentality, with a bias for speed and action

  • Ability to work well independently and remotely

  • Salesforce expertise is a plus

  • A belief that organizations and industries are best when they are diverse and inclusive, and a commitment to ensuring that everything we do reflects that belief

About Timescale:

Time-series data is everywhere, and Timescale is helping developers and companies make sense of it.

Businesses worldwide trust TimescaleDB for mission-critical applications from industries as varied as manufacturing, finance, utilities, telecom, mining, ad tech, oil & gas, and the smart home. Applications built on TimescaleDB include complex monitoring systems, IoT, industrial machine data analysis, geospatial asset tracking, operational data warehousing, and financial risk management; via the edge, on-premise, and cloud deployments.

The team is entirely remote and is backed by top tier investors, including Benchmark Capital, New Enterprise Associates, Icon Ventures, and Two Sigma Ventures.

Time-series data is everywhere, and Timescale is helping developers and companies make sense of it.Businesses worldwide trust TimescaleDB for mission-critical applications from industries as varied as manufacturing, finance, utilities, telecom, mining, ad tech, oil & gas, and the smart home. Applications built on TimescaleDB include complex monitoring systems, IoT, industrial machine data analysis, geospatial asset tracking, operational data warehousing, and financial risk management; via the edge, on-premise, and cloud deployments.The team is entirely remote and is backed by top tier investors, including Benchmark Capital, New Enterprise Associates, Icon Ventures, and Two Sigma Ventures.

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