Associate Director - Technical Account Management

📋 Description

• Design and roll out Hevo-specific TAM playbooks covering onboarding, adoption, health scoring
• Segment the customer base (enterprise, mid-market, self-serve) and build the right engagement model
• Own net revenue retention, gross retention, and expansion metrics
• Improve renewal rates and reduce churn by driving deeper product adoption and making sure customers
• Work with Sales on cross-sell and upsell opportunities, always leading with retention
• Build customer advocacy through NPS programs, case studies, and community engagement

🎯 Requirements

• 10+ years of overall experience, and 5+ years leading Technical Customer Success or Tech Account
• Experience with technical or developer-facing products, ideally in data infrastructure, analytics
• Track record of owning and improving net revenue retention in a subscription / recurring-revenue
• Comfortable managing technical CSEs who spend their days working with data engineers and analysts
• Analytical and data-driven, able to make decisions based on data and build systems to track it
• Strong communication skills, comfortable presenting to the board and working across functions

🎁 Benefits

• Build and own the TAM program including playbooks and growth metrics
• Drive customer outcomes by improving renewal rates, advocating for customers, and growing lifetime
• Enhance the customer lifecycle with checkpoints and data-driven feedback loops
• Lead a growing team of TAMs with strong executive support
• Invest in CS/TAM technology like AI and automation to scale impact
• Join a top-rated G2 company in the data pipeline category backed by Sequoia Capital