Technical Account Management

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

Who We’re Looking For: 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