Customer Experience & Support (1)

About Hevo
Hevo Data is a no-code data pipeline platform that helps companies consolidate data from multiple sources for faster analytics. Our fully managed pipelines let data teams move data from 150+ sources (databases, SaaS applications, cloud storage, SDKs, streaming services) into warehouses and lakes, all without writing code.

Over 2,000 data teams in 45+ countries use Hevo, including DoorDash, Foot Locker, Arhaus, and Santander. We’re top-rated in the G2 Data Pipeline category, backed by Sequoia Capital, Qualgro, and Chiratae Ventures, and operate out of San Francisco and Bangalore.

Why This Role Matters
Hevo’s customers are data engineers, analytics leaders, and platform teams who rely on us for critical data infrastructure. Customer Success here goes well beyond satisfaction surveys. The job is to help technical teams get real value from their pipelines, cut the time it takes to get to insight, and grow their data operations.

We’re looking for a strong leader to build and run the CS function. You’ll own the full post-sales journey (onboarding, adoption, renewal, expansion) and be directly accountable for Net Revenue Retention and customer health across our global base.

The Setup

A growing team of TAMs, based primarily in Bangalore and Pune
A product with 1000+ customers but an evolving post-sales playbook for 250-300 accounts
A customer base spanning SMB to enterprise across e-commerce, fintech, medtech and B2B Software companies.
Strong executive support and buy-in for investing in Technical Account Management
A chance to shape CS strategy at a company that’s defining the data pipeline category

Responsibilities

Build and Own the TAM Program

Design and roll out Hevo-specific TAM playbooks covering onboarding, adoption, health scoring, renewal, and expansion
Segment the customer base (enterprise, mid-market, self-serve) and build the right engagement model for each
Own net revenue retention, gross retention, and expansion metrics

Drive Customer Outcomes

Improve renewal rates and reduce churn by driving deeper product adoption and making sure customers see tangible results
Work with Sales on cross-sell and upsell opportunities, always leading with retention
Build customer advocacy through NPS programs, case studies, and community engagement
Grow lifetime value by catching risks early through health monitoring and having clear playbooks for when to step in

Customer Lifecycle

Map out the customer journey for Hevo’s technical buyers and end users
Set up the right checkpoints across the lifecycle (usage data, satisfaction signals, support sentiment) and create standard responses for each stage
Keep improving based on what the data and customer feedback tell you

Lead and Grow the Team

Hire and develop strong TAMs
Put together an onboarding process that gets new hires productive fast
Build a team culture where people are technically curious, care about customers, and take ownership of outcomes

Measure What Matters

Define and track operational metrics: time-to-value, adoption rates, health scores, NRR, GRR.
Build dashboards and regular review cadences, and report key metrics to the executive team and board

Cross-Functional Work

Work with Product to make sure customer insights feed into the roadmap
Coordinate with Sales on ideal customer definition, handoff process, and expansion pipeline
Team up with Marketing on customer campaigns, advocacy programs, and lifecycle comms
Work with Finance on forecasting, renewal projections, and unit economics

Invest in CS/TAM Technology

Use AI and automation to make the program more efficient and scale the team’s impact without growing headcount at the same rate

Must-Have

10+ years of overall experience, and 5+ years leading Technical Customer Success or Tech Account Mgmt 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 like ETL/ELT, data warehousing, observability, or DevOps
Track record of owning and improving net revenue retention in a subscription / recurring-revenue business
Comfortable managing technical CSEs who spend their days working with data engineers and analysts
Analytical and numbers-driven. You make decisions based on data and you build the systems to track it
Strong communication skills. Comfortable presenting to the board and working across functions to get things done

Nice-to-Have

Time spent at a modern data stack company (Fivetran, dbt, Snowflake, Databricks, Airbyte, or similar)
Familiarity with usage-based or consumption-based pricing models
Mix of technical (engineering, solutions) and business (CS, account management) experience
Experience managing CSEs across multiple geographies or time zones

Why Hevo?

We’re in a large, growing market (data integration is projected to hit $17B+) and we’re one of the leaders
Our customers actually like the product. Top-rated on G2, with strong word-of-mouth growth
Sequoia Capital-backed with strong investor support
CS is treated as a growth function here, not a cost center. You’ll have real ownership
Low-ego team with deep engineering and product roots

Associate Director

Technical Account Management

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