Lead Hevo Data's premium support function, owning the technical relationship with top 250-300 enterprise accounts. Drive adoption, retention, and customer advocacy through a high-performing team of TAMs and Premier Support Engineers. Requires 12-18 years of experience with 5+ years leading technical support or customer success teams in B2B SaaS.

About Hevo Data

Hevo Data is a leading no-code data pipeline platform that enables companies to consolidate data from multiple sources for faster analytics. Our fully managed pipelines allow data teams to move data from 150+ sources (databases,SaaS applications,cloud storage,SDKs,streaming services) into warehouses and lakes, all without writing code. Over2,000 data teams in45+ countries use Hevo, including DoorDash, Foot Locker, Arhaus, and Santander. We are top-rated in the G2 Data Pipeline category, backed by Sequoia Capital, Qualgro, and Chiratae Ventures, and operate out of San Francisco and Bangalore.

Role Overview

We are looking for a hands-on leader to head our Premier Technical Support function. This is a named, technical account management role that partners closely with our Account Management team to drive adoption, deepen usage, and protect renewals across our most valuable customers. You will inherit a strong team and a solid foundation, but you will be expected to build what's missing. The role is based in Bangalore and reports to the VP of Customer Success.

Key Responsibilities

Customer Management and Communication

• Own the technical relationship with premier accounts end-to-end: onboarding, adoption, stability, escalations, and renewal readiness
• Deliver a white-glove experience for top customers: named coverage, proactive check-ins, regular business reviews, and a single accountable point of contact when things go wrong
• Partner with Account Managers on joint account plans, QBRs, renewal risk reviews, and expansion opportunities
• Drive adoption: ensure customers are getting value from pipelines, sources, and features; catch usage drops before they become churn risks
• Personally lead high-severity and executive-level escalations; run clear incident communication and customer-facing RCAs
• Build customer advocacy through NPS/CSAT programs, references, and case studies

Team Management and Operational Diligence

• Hire, coach, and develop a high-performing team of TAMs and Premier Support Engineers
• Design and run the operating model: account segmentation (Enterprise, Mid-market, Growth), coverage ratios, SLAs, severity levels, escalation framework
• Build playbooks for onboarding, proactive health monitoring, health scoring, escalation management, renewal readiness, and expansion
• Define and track input and output metrics: First Response Time, Time-to-Resolution, backlog aging, escalation rate, proactive touchpoints, CSAt, NPS, Time-to-Value, Adoption, Health Scores, NRR, GRR
• Run disciplined weekly cadence on at-risk accounts, open escalations, and team capacity
• Report key metrics and insights to the executive team

Technical Leadership

• Be the most credible technical voice for premier customers: get hands-on with pipeline failures, API and integration issues, data latency, schema changes, source/destination problems
• Diagnose issues across the B2B cloud stack: REST APIs, authentication (OAth, API keys), rate limits, webhooks, networking, cloud data warehouse
• Be the voice of the premier customer to Product and Engineering; turn support trends into roadmap priorities
• Raise team's technical bar through enablement, runbooks, and knowledge sharing
• Use AI, automation, and self-serve tooling to improve resolution speed and scale impact

High Agency and Building

• Build the premier support function from where it is today: spot gaps, make decisions, ship improvements without waiting for a finished blueprint
• Roll up sleeves when needed- take a key account, jump on a ticket, build the first version of a dashboard
• Make calls with incomplete information, own outcomes, adjust quickly
• Drive change across Account Management, Sales, Product, Engineering, and Finance through data and influence

Tech Stack

• Cloud platforms: AWS, GCP, Azure
• Data stack: Databases (SQL/NoSQL), Data Warehouses (Snowflake, BigQuery, Redshift), ETL/ELT tools
• APIs and Integrations: REST APIs, OAuth, API keys, webhooks, rate limiting
• Monitoring and observability tools
• Support tools: ticketing systems, CRM, health monitoring dashboards
• AI and automation tools for support operations

Must-Have

• 12-18 years overall experience, with 5+ years leading Technical Account Management, Premier/Enterprise Support, Customer Success Engineering, or Support Engineering teams in B2B SaaS
• Proven track record of owning enterprise customer relationships, handling critical escalations, and turning at-risk accounts into advocates
• Experience building and running a team with clear KPIs, SLAs, and reviews; understands how input metrics drive outcomes
• Hands-on technical depth in B2B cloud technologies: SaaS platforms, APIs and integrations, cloud infrastructure (AWS, GCP, Azure), ideally with exposure to data systems (databases, warehouses, ETL/ELT)
• High agency: evidence of building or rebuilding a function in a startup or high-growth environment
• Commercial awareness: understands how adoption and customer experience drive renewal and expansion

Nice-to-Have

• Experience at a modern data stack, integration, or cloud infrastructure company (Fivetran, dbt, Snowflake, Databricks, Airbyte, Confluent, or similar)
• Direct ownership of retention and expansion metrics (NRR, GRR) in a subscription/recurring-revenue business
• Familiarity with usage-based or consumption-based pricing
• Mix of technical (engineering, SRE, solutions) and business (support, CS, account management) experience
• Experience managing teams across multiple geographies, especially supporting US customers from India
• Experience introducing AI or automation into support or customer success operations

Why Hevo

• Large and growing market: data integration projected to hit $17B+
• Top-rated on G2 with strong word-of-mouth growth
• Sequoia Capital-backed with strong investor support
• Premier support treated as a growth and retention function, not a cost center
• Startup pace: decisions show up in customer outcomes within weeks
• Low-ego team with deep engineering and product roots