Technical Account Management

Responsibilities

Build and Own the TAM Program

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• Design and roll out Hevo-specific TAM playbooks covering onboarding, adoption, health scoring, renewal, and expansion
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• Segment the customer base (enterprise, mid-market, self-serve) and build the right engagement model for each
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• Own net revenue retention, gross retention, and expansion metrics

Drive Customer Outcomes

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Improve renewal rates and reduce churn by driving deeper product adoption and making sure customers see tangible results
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Work with Sales on cross-sell and upsell opportunities, always leading with retention
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Build customer advocacy through NPS programs, case studies, and community engagement
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Grow lifetime value by catching risks early through health monitoring and having clear playbooks for when to step in

Customer Lifecycle

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Map out the customer journey for Hevo’s technical buyers and end users
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Set up the right checkpoints across the lifecycle (usage data, satisfaction signals, support sentiment) and create standard responses for each stage
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Keep improving based on what the data and customer feedback tell you

Lead and Grow the Team

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Hire and develop strong TAMs
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Put together an onboarding process that gets new hires productive fast
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Build a team culture where people are technically curious, care about customers, and take ownership of outcomes

Measure What Matters

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Define and track operational metrics: time-to-value, adoption rates, health scores, NRR, GRR.

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Build dashboards and regular review cadences, and report key metrics to the executive team and board

Cross-Functional Work

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• Work with Product to make sure customer insights feed into the roadmap
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• Coordinate with Sales on ideal customer definition, handoff process, and expansion pipeline
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• Team up with Marketing on customer campaigns, advocacy programs, and lifecycle comms
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• Work with Finance on forecasting, renewal projections, and unit economics

Invest in CS/TAM Technology

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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

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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

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Experience with technical or developer-facing products, ideally in data infrastructure, analytics, or related areas like ETL/ELT, data warehousing, observability, or DevOps

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Track record of owning and improving net revenue retention in a subscription / recurring-revenue business

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Comfortable managing technical CSEs who spend their days working with data engineers and analysts

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Analytical and numbers-driven. You make decisions based on data and you build the systems to track it

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Strong communication skills. Comfortable presenting to the board and working across functions to get things done

Nice-to-Have

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• Time spent at a modern data stack company (Fivetran, dbt, Snowflake, Databricks, Airbyte, or similar)
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• Familiarity with usage-based or consumption-based pricing models
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• Mix of technical (engineering, solutions) and business (CS, account management) experience
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• Experience managing CSEs across multiple geographies or time zones

Why Hevo

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We’re in a large, growing market (data integration is projected to hit $17B+) and we’re one of the leaders
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Our customers actually like the product. Top-rated on G2, with strong word-of-mouth growth
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Sequoia Capital-backed with strong investor support
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CS is treated as a growth function here, not a cost center. You’ll have real ownership
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Low-ego team with deep engineering and product roots