Associate Director - Technical Account Management (Pune)

About this job

Hevo Data is a no-code data pipeline platform helping companies combine data from multiple sources for faster analytics through fully managed pipelines. As the Associate Director for Technical Account Management at Hevo Data in Pune, you will lead and build the customer success function for technical teams and global accounts ranging from SMB to enterprise. A normal day in this role involves shaping customer success strategy, designing onboarding and adoption playbooks, driving Net Revenue Retention, managing risks through health monitoring, working cross-functionally with product, sales, finance, and marketing teams, and leading a growing team of Technical Account Managers based in Bangalore and Pune.

Responsibilities

• Design and roll out Hevo-specific TAM playbooks covering onboarding, adoption, health scoring, renewal, and expansion
• Own net revenue retention, gross retention, and expansion metrics while improving renewal rates and reducing churn
• Map out the customer journey for technical buyers and end users, and set up checkpoints across the lifecycle
• Hire, develop, and lead a growing team of Technical Account Managers with a culture of technical curiosity
• Define and track operational metrics including time-to-value, adoption rates, health scores, NRR, and GRR
• Collaborate cross-functionally with Product, Sales, Marketing, and Finance teams
• Use AI and automation to scale the TAM program and improve operational efficiency

Requirements

• 10+ years of overall experience
• 5+ years leading Technical Customer Success or Tech Account Management teams in B2B SaaS
• Experience building or scaling a technical CS or TAM function
• Experience with technical or developer-facing products in data infrastructure, analytics, ETL/ELT, data warehousing, observability, or DevOps
• Track record of owning and improving net revenue retention in a subscription or recurring-revenue business
• Comfortable managing technical team members who work with data engineers and analysts
• Analytical and numbers-driven approach with strong communication skills

Good to have

• Time spent at a modern data stack company such as Fivetran, dbt, Snowflake, Databricks, or Airbyte
• Familiarity with usage-based or consumption-based pricing models
• Mix of technical engineering or solutions experience and business customer success or account management experience
• Experience managing teams across multiple geographies or time zones

Who should apply

This role suits experienced leaders with a strong background in B2B SaaS customer success and technical account management within data infrastructure or related domains. Candidates must possess over a decade of total experience, including extensive leadership tenure scaling TAM functions and driving net revenue retention. Freshers should not apply as this is a senior leadership position requiring a proven track record of managing technical teams and presenting to executive boards.

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