Head of Premier Technical Support (copy)

About Hevo

Hevo Data is a no-code data pipeline platform that helps companies consolidate data from multiple sources for faster analytics. Our fully managed pipelines let data teams move data from 150+ sources (databases, SaaS applications, cloud storage, SDKs, streaming services) into warehouses and lakes, all without writing code.

Over 2,000 data teams in 45+ countries use Hevo, including DoorDash, Foot Locker, Arhaus, and Santander. We're top-rated in the G2 Data Pipeline category, backed by Sequoia Capital, Qualgro, and Chiratae Ventures, and operate out of San Francisco and Bangalore.

Why This Role Matters

Hevo's customers are data engineers, analytics leaders, and platform teams who run critical data infrastructure on us. When a pipeline breaks, their dashboards, reports, and downstream systems break with it. For our top accounts, every interaction with Hevo should feel white-glove: proactive, personal, and technically credible.

Premier Support at Hevo is not a ticket queue. It is a named, technical account management function that partners closely with our Account Management team to drive adoption, deepen usage, and protect renewals across our most valuable customers. Account Managers own the commercial relationship; you and your team own the technical relationship and the day-to-day customer experience that keeps these accounts healthy and growing.

We're looking for a hands-on leader who is equally at home in a customer business review, a Sev-1 war room, a weekly team operating review, and an API error log. We're a startup: you'll inherit a strong team and a solid foundation, not a finished playbook, and you'll be expected to build what's missing.

The Setup

• 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.

Responsibilities

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