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