Associate Director - Technical Account Management

The candidate will have responsibilities across the following functions:

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 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.

Requirements:

• 10+ years of overall experience, and 5+ years leading Technical Account Management or Technical Customer Success teams in B2B SaaS, with experience building or scaling a TAM / Technical CS 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 TAMs 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 TAMs across multiple geographies or time zones.