Head of Premier Technical Support

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 run critical data infrastructure on us. When a pipeline breaks, their dashboards, reports, and downstream systems break with it. For our top accounts, every interaction with Hevo should feel white-glove: proactive, personal, and technically credible.
Premier Support at Hevo is not a ticket queue. It is a named, technical account management function that partners closely with our Account Management team to drive adoption, deepen usage, and protect renewals across our most valuable customers. Account Managers own the commercial relationship; you and your team own the technical relationship and the day-to-day customer experience that keeps these accounts healthy and growing.
We're looking for a hands-on leader who is equally at home in a customer business review, a Sev-1 war room, a weekly team operating review, and an API error log. We're a startup: you'll inherit a strong team and a solid foundation, not a finished playbook, and you'll be expected to build what's missing.
The Setup
A growing team of Technical Account Managers/Premier Support Engineers, based primarily in Bangalore and Pune
1,000+ customers, with a dedicated premier engagement model for our top 250–300 accounts that you will shape
A close partnership with Account Management: they own the commercial relationship, your team owns technical success, adoption, and the customer experience
A customer base spanning SMB to Enterprise across e-commerce, Fintech, Medtech, and B2B Software
Strong executive support and investment in white-glove, proactive customer engagement
A chance to define what premier support means at a company leading the data pipeline category

What This Role Is Built On
Four things matter most for success in this role, and we hire and evaluate against all four: customer management and communication, team management and operational diligence, technical strength in B2B cloud technologies, and high agency. The responsibilities below are organized around them.
Responsibilities
1. Customer Management and Communication
Own the technical relationship with premier accounts end to end: onboarding, adoption, stability, escalations, and renewal readiness
Deliver a white-glove experience for top customers: named coverage, proactive check-ins, regular business reviews, and a single accountable point of contact when things go wrong
Partner with Account Managers on joint account plans, QBRs, renewal risk reviews, and expansion opportunities, always leading with adoption and retention
Drive adoption: make sure customers are getting value from the pipelines, sources, and features they bought, and catch usage drops before they become churn risks
Personally lead high-severity and executive-level escalations, and run clear, timely incident communication and customer-facing RCAs
Build customer advocacy through NPS/CSAT programs, references, and case studies
2. Team Management and Operational Diligence
Hire, coach, and develop a high-performing team of TAMs and Premier Support Engineers, including future team leads
Design and run the operating model: account segmentation (Enterprise, Mid-market, Growth), coverage ratios, SLAs, severity levels, and escalation framework
Build playbooks for onboarding, proactive health monitoring, health scoring, escalation management, renewal readiness, an