Lead, coach, and support the Customer Success and Support team.
Lead the team in turning PoCs into deals and deals into renewals and expansions by closely managing your team and timely management of the technical relationship with the customers.
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, taking advantage of AI and all of the usage data we have to ensure interactions with customers are timely and useful.
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 both help close and expand accounts as well as to influence the product roadmap, acting as the voice of the customer.
Help the team understand our customers’ business goals and technical requirements and support them when customers face complex architecture, SQL, performance, or scalability problems.
Help decide what should be solved through support, documentation, education, services, or product improvements.
Hire and develop new team members as the company grows.
Create an environment where people can work autonomously, make good decisions, and ask for help when they need it.
In this company, everyone is part of the product team. If the things we learn from customers do not help improve the product, then we are doing something wrong.
