Technical Account Management

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

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

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

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

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

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

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

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

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