Head of Customer Success & Support

World-class customer support is one of Tinybird's biggest differentiators, and something we take enormous pride in. This role is an opportunity to build on that foundation and shape the next generation of how we help prospects and customers succeed, from their first technical evaluation through onboarding, adoption, and expansion.

You'll lead the team that helps customers prove Tinybird's value through PoCs, get into production successfully, solve difficult technical problems, improve their architecture, and find new ways to get more value from the platform.

This is a management role with real technical depth. You'll need to communicate confidently with developers, data engineers, technical leaders, and business stakeholders. You won't need to solve every problem yourself, but you should understand it well enough to guide the team, make good decisions, and step in when it matters.

You'll also help us reinvent how Customer Success operates. We capture rich analytical data about how people use Tinybird, and we're bringing that together with AI to make our work more proactive, precise, and scalable, identifying where help is needed and applying our team's effort just in time, where it can have the greatest impact.

And you'll be starting from a position of strength: strong NDR, an excellent PoC win rate, a great product, and a customer base with significant room to expand. The opportunity is to turn those foundations into an even more consistent and ambitious customer journey.

Finally, you'll strengthen how Customer Success and Support work together, how we spot risk, manage escalations, and turn customer feedback into clear action for Product and Engineering. You'll make sure what we learn from customers doesn't stay inside one team and helps make Tinybird better.

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.

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.

Experience working with technical customers, especially developers and data engineers.

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.

Experience building processes in a growing company without making things unnecessarily complicated.

Strong communication skills, both written and verbal.

The ability to explain technical topics clearly to different audiences.

Comfort working in a fast-changing environment and taking ownership without needing everything to be defined in advance.

A willingness to wear different hats and help wherever needed.

The Customer Success and Support teams have clear priorities and responsibilities.

Tinybird maintains or increases the rate of PoC wins, and NDR continues to grow QoQ and YoY.

Customers have a more consistent onboarding and support experience.

We identify customer risks earlier.

Technical escalations are handled clearly and efficiently.

The team has the support, coaching, and context needed to do great work.

Customer feedback reaches Product and Engineering in a more structured way.

Repeated customer problems become better documentation, processes, tooling, or product improvements.

We have a clearer understanding of what drives adoption, retention, expansion, and customer satisfaction.

We work remotely.

For this role, we are focusing on people based in Europe.

You will work with customers and team members across different time zones.

We are still building many parts of the company, so your work will have a significant impact.

We believe in transparency, so you will have context about what is happening and why.

We review your application.

First contact meeting to introduce ourselves and get to know you. You will meet two other Tinybird members of Customer Success & Support.

You will have a structured interview focused on your experience leading teams, working with technical customers, and building Customer Success and Support functions.

We will ask you to work through a short case based on the type of problems you would face at Tinybird. There is no strict time limit, but we do not expect you to spend more than two hours preparing. You will present your approach and discuss it with us. We care more about how you think, prioritize, and make decisions than about producing a perfect answer.

You will meet some of the people from Customer Success, Support, Product, Engineering, and Sales with whom you will work closely.

You will have a final conversation with one of Tinybird’s leaders to discuss the role, your expectations, and any remaining questions.