Associate Director - Technical Account Management
No salary listed
Expert
Pune, Maharashtra, India
In Person
Customer Experience & SupportCustomer Success
About the job
Requirements
- 10+ years of overall experience, including 5+ years leading Technical Customer Success or Technical Account Management teams in B2B SaaS, with experience building or scaling a technical CS/TAM function.
- Experience with technical or developer-facing products, ideally in data infrastructure, analytics, or related areas such as ETL/ELT, data warehousing, observability, or DevOps.
- A track record of owning and improving net revenue retention in a subscription or recurring-revenue business.
- Experience managing technical Customer Success Engineers who work with data engineers and analysts.
- Ability to make data-driven decisions and build systems to track performance.
- Strong communication skills, including presenting to the board and working across functions.
Responsibilities
- Design and roll out Hevo-specific Technical Account Management playbooks for onboarding, adoption, health scoring, renewal, and expansion.
- Segment the customer base into enterprise, mid-market, and self-serve customers and build an engagement model for each segment.
- Own net revenue retention, gross retention, and expansion metrics.
- Improve renewal rates and reduce churn by driving deeper product adoption and ensuring customers achieve tangible results.
- Work with Sales on cross-sell and upsell opportunities while prioritizing retention.
- Build customer advocacy through Net Promoter Score programs, case studies, and community engagement.
- Grow customer lifetime value by identifying risks early through health monitoring and using clear intervention playbooks.
- Map the customer journey for technical buyers and end users.
- Establish lifecycle checkpoints using usage data, satisfaction signals, and support sentiment, and create standard responses for each stage.
- Improve customer success based on data and customer feedback.
- Hire and develop Technical Account Managers.
- Create an onboarding process that makes new hires productive quickly.
- Build a team culture focused on technical curiosity, customer care, and ownership of outcomes.
- Define and track time-to-value, adoption rates, health scores, net revenue retention, and gross revenue retention.
- Build dashboards and regular review cadences, and report key metrics to the executive team and board.
- Work with Product to incorporate customer insights into the roadmap.
- Coordinate with Sales on ideal customer definition, handoffs, and the expansion pipeline.
- Work with Marketing on customer campaigns, advocacy programs, and lifecycle communications.
- Work with Finance on forecasting, renewal projections, and unit economics.
- Use AI and automation to improve program efficiency and scale team impact without increasing headcount at the same rate.
Desired Qualifications
- Experience at a modern data stack company such as Fivetran, dbt, Snowflake, Databricks, or Airbyte.
- Familiarity with usage-based or consumption-based pricing models.
- A mix of technical experience, such as engineering or solutions, and business experience, such as customer success or account management.
- Experience managing Customer Success Engineers across multiple geographies or time zones.
About the company
Hevo Data provides a cloud-based no-code data pipeline platform that automates the ELT process, connecting to more than 150 data sources and loading data into data warehouses like Snowflake, Google BigQuery, and Amazon Redshift. Automatic schema management and real-time data replication keep analytics up to date without heavy coding. In addition to ELT, Hevo offers Reverse ETL to push enriched warehouse data back into operational tools. The service targets a range of customers—from small teams to large enterprises—through tiered subscriptions (Free, Starter, Business) with AWS Marketplace options, and aims to simplify data integration so organizations can make data-driven decisions with up-to-date, consolidated data.
Company Size
201-500
Company Stage
Series B
Total Funding
$43M
Headquarters
San Francisco, California
Founded
2016
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Simplify's Take
What believers are saying
- Snowflake and Databricks partnerships extend distribution through their ecosystems.
- Hevo’s 2026 release cadence shows ongoing connector expansion and platform maintenance.
- Inc42 says FY25 revenue reached ₹80.5 crore and Hevo posted ₹9.2 crore profit.
What critics are saying
- Fivetran merged with dbt Labs on June 1, 2026, intensifying enterprise consolidation.
- Airbyte 2.1 and Airbyte Agents attack Hevo’s core pipeline market with AI-first positioning.
- Hevo’s careers page shows no open roles, while Revelio pegs workforce down 20.9% since 2023.
What makes Hevo Data unique
- Hevo Data keeps a no-code ELT workflow across 150-plus sources and warehouses.
- Snowflake Partner Connect, live since May 14, 2024, lowers buyer friction inside Snowflake.
- Hevo shipped 2026 releases through September, including CockroachDB source support, signaling steady product depth.
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Benefits
- Health Insurance
- 401(k) Retirement Plan
- Remote Work Options
- Unlimited Paid Time Off
- Flexible Work Hours
- Paid Vacation
- Salary not
- Wellness Program