Head of Technical Customer Success

About Aerospike

At Aerospike, we dream big. Our focus is helping companies tackle seemingly insurmountable problems and doing what's never been done before. That is why we developed the world's leading real-time data platform that powers mission-critical applications at the world's most innovative, category-disrupting companies.

Our customers have deployed extreme-scale real-time applications to fight fraud, dramatically increase shopping cart size, enable global digital payments, and deliver hyper-personalized user experiences to tens of millions of customers. Customers like Airtel, Experian, Nielsen, PayPal, Snap, Verizon Media, Wayfair, and many others rely on Aerospike as the data foundation for the future to help them act in the microsecond moments that matter. Aerospike is headquartered in Mountain View, California, and has a global presence with offices in London, Bangalore, and Tel Aviv.

Head of Technical Customer Success

Job Summary

The Head of Technical Customer Success is a newly created, high-impact leadership role responsible for driving customer satisfaction, retention, and success for Aerospike's global customer base. Reporting directly to the CEO, you will build and lead our new highly Technical Customer Success organization, ensuring customers achieve maximum value and long-term success with Aerospike's products and services.

This role will oversee Global Support, Technical Account Management (TAM), and Professional Services (PS), creating a unified, scalable strategy for customer engagement and advocacy. As a key member of the executive leadership team, you will work cross-functionally to ensure that Aerospike is not only delivering cutting-edge solutions but also empowering customers to fully leverage its capabilities in high-performance, mission-critical environments.

This is a high-growth, impactful role ideal for a leader who thrives in a fast-paced startup environment, is deeply technical, and excels at building and managing global teams.

Key Responsibilities

Strategic Leadership & Team Building

• Establish and lead the global Technical Customer Success function, aligning with company objectives to drive customer satisfaction, retention, and revenue growth.
• Hire, develop, and mentor a high-performing, deeply technical Customer Success team, ensuring world-class support, TAM, and professional services capabilities.
• Define and implement scalable processes, tools, and best practices to ensure an exceptional and consistent customer experience.
• Foster a culture of customer obsession, innovation, and proactive problem-solving within the organization.

Customer Engagement & Success

• Own the customer journey, covering onboarding, adoption, and ongoing success ensuring measurable business outcomes for customers.
• Act as a trusted executive sponsor and strategic advisor to Aerospike's most critical and high-profile customers, ensuring alignment between their objectives and Aerospike's solutions.
• Drive proactive customer health monitoring, leveraging analytics to anticipate challenges and deliver timely interventions.

Cross-Functional Collaboration & Product Advocacy

• Partner closely with Sales and Sales Leadership to develop strategic account plans that prioritize customer outcomes, retention, and upsell opportunities.
• Partner with Sales and Sales Leadership on business reviews ensuring customers gain continuous value from their investment in Aerospike.
• Collaborate with Product Management and Engineering to translate customer feedback into actionable insights that shape the product roadmap.
• Advocate for customer needs across internal teams, ensuring alignment between support, product, sales, and engineering.

Operational Excellence & Metrics-Driven Success

• Ensure high-quality execution of critical customer initiatives, including major deployments, escalations, and large-scale implementations.
• Implement and refine processes that drive efficiency, automation, and predictability across customer interactions.

Thought Leadership & Industry Influence

• Represent Aerospike as a thought leader in the customer success and database technology space, participating in industry events, speaking engagements, and executive forums.
• Deliver compelling customer-facing presentations, executive briefings, and case studies, showcasing how Aerospike drives business value and technical innovation.

Qualifications & Experience

• 10 years of experience in Customer Success, Professional Services, or a related field, with at least 5 years in a senior leadership role.
• Strong technical background in distributed databases, real-time data platforms, or enterprise software.
• Proven experience scaling customer success teams in high-growth startup environments.
• Deep understanding of mission-critical, high-performance data architectures and the unique challenges faced by customers in financial services, ad tech, telco, or similar industries.
• Track record of executive-level customer engagement, strategic account management, and revenue retention.
• Ability to influence cross-functional teams, ensuring seamless collaboration between sales, product, and engineering.
• Experience building and managing global teams, with a focus on operational excellence and customer-centricity.

Aerospike is an Equal Opportunity Employer. We are committed to providing an environment free from discrimination on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law.