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Hevo Data is a no-code data pipeline platform enabling companies to consolidate data from 150+ sources into warehouses and lakes without coding. Over 2,000 data teams across 45+ countries use Hevo, including DoorDash, Foot Locker, Arhaus, and Santander. The company is backed by Sequoia Capital, Qualgro, and Chiratae Ventures, with offices in San Francisco and Bangalore.
This role leads the Technical Account Management function for Hevo's global customer base of 1,000+ accounts, with a focus on 250-300 managed accounts spanning SMB to enterprise across e-commerce, fintech, medtech, and B2B software. You will own the complete post-sales journey—onboarding, adoption, renewal, and expansion—and be directly accountable for Net Revenue Retention and customer health metrics.
Key Responsibilities:
- Design and implement TAM playbooks covering onboarding, adoption, health scoring, renewal, and expansion
- Segment the customer base and build engagement models tailored to enterprise, mid-market, and self-serve tiers
- Own NRR, GRR, and expansion metrics; improve renewal rates and reduce churn through product adoption and demonstrated customer outcomes
- Map the customer lifecycle for technical buyers and end users, establishing checkpoints and standard response protocols
- Lead, hire, and develop a team of Technical Account Managers; build onboarding processes and a culture of technical curiosity and ownership
- Define and track operational metrics (time-to-value, adoption rates, health scores, NRR, GRR) with dashboards and regular executive reporting
- Work cross-functionally with Product, Sales, Marketing, and Finance to align on customer strategy, expansion opportunities, and unit economics
- Leverage AI and automation to scale team impact without proportional headcount growth
Requirements:
- 10+ years overall experience; 5+ years leading Technical Customer Success or Technical Account Management teams in B2B SaaS, with demonstrated experience building or scaling a technical CS/TAM function
- Experience with technical or developer-facing products, ideally in data infrastructure, analytics, ETL/ELT, data warehousing, observability, or DevOps
- Proven track record owning and improving net revenue retention in subscription/recurring-revenue businesses
- Comfortable managing technical CSEs who work directly with data engineers and analysts
- Analytical, data-driven decision-making with ability to build tracking systems
- Strong communication skills; comfortable presenting to boards and collaborating cross-functionally
Nice-to-Have:
- Experience at modern data stack companies (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) background
- Experience managing CSEs across multiple geographies or time zones
