• A growing team of Technical Account Managers/Premier Support Engineers, based primarily in Bangalore and Pune
• 1,000+ customers, with a dedicated premier engagement model for our top 250–300 accounts that you will shape
• A close partnership with Account Management: they own the commercial relationship, your team owns technical success, adoption, and the customer experience
• A customer base spanning SMB to Enterprise across e-commerce, Fintech, Medtech, and B2B Software
• Strong executive support and investment in white-glove, proactive customer engagement
• A chance to define what premier support means at a company leading the data pipeline category

What This Role Is Built On

Four things matter most for success in this role, and we hire and evaluate against all four: customer management and communication, team management and operational diligence, technical strength in B2B cloud technologies, and high agency. The responsibilities below are organized around them.

1. 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, always leading with adoption and retention
• Drive adoption: make sure customers are getting value from the pipelines, sources, and features they bought, and catch usage drops before they become churn risks
• Personally lead high-severity and executive-level escalations, and run clear, timely incident communication and customer-facing RCAs
• Build customer advocacy through NPS/CSAT programs, references, and case studies

2. Team Management and Operational Diligence

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

3. 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, and source/destination problems alongside your engineers
• Diagnose issues across the B2B cloud stack: REST APIs, authentication (OAuth, API keys), rate limits, webhooks, networking, and cloud data warehouse
• Be the voice of the premier customer to Product and Engineering, turning support and adoption trends into roadmap and reliability priorities
• Raise the team's technical bar through enablement, runbooks, and knowledge sharing, so new hires become productive fast
• Use AI, automation, and self-serve tooling to improve resolution speed and scale the team's impact without growing headcount at the same rate

4. High Agency and Building

• Build the premier support function from where it is today: spot gaps, make decisions, and ship improvements without waiting for a finished blueprint
• Roll up your sleeves when needed, whether that means taking a key account, jumping on a ticket, or building the first version of a dashboard yourself
• Make calls with incomplete information, own the outcome, and adjust quickly
• Drive change across Account Management, Sales, Product, Engineering, and Finance through data and influence rather than authority
• Own the outcome metrics for the premier base: Gross Retention, Net Revenue Retention, and Adoption

Who We're Looking For

Must-Have

• Experience: 12–18 years overall, with 5+ years leading Technical Account Management, Premier / Enterprise Support, Customer Success Engineering, or Support Engineering teams in B2B SaaS
• Customer management and communication: a track record of owning relationships with enterprise customers, personally handling critical escalations, and turning at-risk accounts into advocates. Clear and crisp in writing and in the room, with both a customer's engineers and their C-level executives
• Team management and operational diligence: has built and run a team on a clear operating rhythm of KPIs, SLAs, and reviews; understands how input metrics drive outcomes; has hired well and made hard people calls
• Technical strength: hands-on depth in B2B cloud technologies: SaaS platforms, APIs and integrations, and cloud infrastructure (AWS, GCP, Azure), ideally with exposure to data systems (databases, warehouses, ETL/ELT). You can read logs, debug a failing API call or pipeline, and hold your own with a customer's engineers
• High agency: clear evidence of building or rebuilding a function rather than just running an existing one, ideally in a startup or high-growth environment. You act without waiting for permission and own results end to end
• Commercial awareness: understands how adoption and customer experience drive renewal and expansion, and has partnered with Account Management or Sales on retention outcomes

Nice-to-Have

• Time spent 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 or recurring-revenue business
• Familiarity with usage-based or consumption-based pricing, and using usage data to drive adoption
• Mix of technical (engineering, SRE, solutions) and business (support, CS, account management) experience
• Experience managing teams across multiple geographies or time zones, especially supporting US customers from India
• Experience introducing AI or automation into support or customer success operations

Why Hevo

• We're in a large, growing market (data integration is projected to hit $17B+) and we're one of the leaders
• Our customers actually like the product: top-rated on G2, with strong word-of-mouth growth
• Sequoia Capital-backed with strong investor support
• Premier support is treated as a growth and retention function here, not a cost center. You'll have real ownership and a seat at the table
• Startup pace and scope: your decisions show up in customer outcomes within weeks, not quarters
• Low-ego team with deep engineering and product roots