Director - Customer Success

About Hevo

Hevo is a simple, intuitive, and powerful No-code Data Pipeline platform that enables companies to consolidate data from multiple software for faster analytics.

Doordash, Footlocker, Arhaus, Santander, and thousands of other data-driven companies share one thing. They all use Hevo Data’s fully managed Automated Pipelines to consolidate their data from multiple sources like Databases, Marketing Applications, Cloud Storage, SDKs, Streaming Services, etc. We are a San Francisco/Bangalore-based company with 2000+ customers across 45+ countries in e-commerce, financial technology, and healthcare. Strongly backed by marquee investors like Sequoia Capital, we have raised $42 Million and are looking forward to our next hyper-growth phase!

Why do we Exist?

At Hevo, our mission is to enable every company to be data-driven. We started on this journey 4 years ago and as the first step in this direction, we built our first product – “Data Pipeline” or simply “Pipeline”. Hevo Pipeline is a no-code platform that helps companies connect all their data sources within the company to get a unified view of their business. The platform offers integrations with 150+ data sources such as Databases, SaaS applications, Advertising Channels, etc. Today, we enable nearly 2000 companies across more than 40+ countries to be more data-driven. We aim to make the technology so simple that anyone should be able to solve their data problems and not be limited due to their lack of technical skills.

Product Demo

Our customers love us - Hevo is rated at the top of the G2 crowd in the Data Pipeline space. Here's a quick glimpse of the product: [https://www.youtube.com/watch?v=p0XGLDgvCo8>

The Post-Sales team at Hevo is looking for a driven and customer-focused Technical Account Manager (TAM) to serve as a main contact point for Hevo’s largest and highest-profile customers. You will be responsible for partnering with a small number of assigned accounts, continually focusing on the customer’s business goals to improve their overall technical and operational health and realize the maximum value out of their Hevo investment. The Technical Account Manager maintains awareness of the customer's key events, needs, potential risks, and value drivers.

The Role

Given HevoData's business model, where our customers rely on our data integration and pipeline automation solutions, Customer Success is vital to our long-term profitability. We will not be successful unless our customers receive massive value from our service. As such, we need a Director to own driving success for our customers. As the leader of the Customer Success Organization, this role includes responsibilities for Customer Success activities (e.g., onboarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.).

Responsibilities

• Own the Customer Success Program and its Rollout
• Develop playbooks specific to HevoData’s Customer Success.
• Roll out the Customer Success program.
• Own the retention and expansion metrics.
• Drive Customer Success Outcomes
• Increase renewal rates and reduce churn.
• Expand our revenue in accounts through cross-selling and up-sell.
• Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores.
• Drive new business growth through greater advocacy and reference-ability.
• Define and Optimize the Customer Lifecycle
• Map customer journey specific to HevoData.
• Develop listening points in the journey (e.g., usage, satisfaction, etc.).
• Standardize interventions for each point in the journey.
• Define segmentation of the customer base and varying strategies.
• Identify opportunities for continuous improvement.
• Learn from best practices in the industry.
• Manage Customer Success Activities
• Oversee onboarding, training, professional services, customer support, and customer success management.
• Ensure successful renewals, cross-sell/up-sell activities, and advocacy.
• Measure Effectiveness of Customer Success
• Define operational metrics for the team.
• Establish a system for tracking metrics.
• Create a cadence for review within the team.
• Expose a subset of metrics to the executive team, company, and board.
• Lead a Team of Customer Success Engineers
• Recruit high-potential Customer Success Engineers.
• Create a rapid onboarding process for new team members.
• Foster collaboration within the team and across the customer lifecycle.
• Encourage continuous learning within the team.
• Enhance Effectiveness and Efficiency Through Technology
• Implement and optimize support systems, customer marketing software, reference and advocacy solutions, and a Customer Success Management platform.
• Inspire Customer Success Across the Company
• Create a company-wide culture of Customer Success.
• Align with Marketing around marketing to existing clients.
• Align with the Product around driving the product roadmap.
• Align with Sales around cross-sell and up-sell, focusing on selling with a retention focus.
• Align with Finance around measurement and forecasting.
• Align with the Executive Team around key metrics and objectives.
• Drive company-wide definition of the ideal customer.
• Create a company-wide customer feedback loop.

Required Experience/Skills

• Proven experience in starting and scaling a Customer Success Program, ideally within a SaaS or data integration company.
• 5+ years of experience in leading enterprise B2B customer-facing organizations.
• Ability to manage influence through persuasion, negotiation, and consensus-building.
• Ideally, a combined background of Technical and Business experience in the B2B enterprise space.
• Strong empathy for customers AND passion for revenue and growth.
• Deep understanding of value drivers in recurring revenue business models.
• Analytical and process-oriented mindset.
• Demonstrated desire for continuous learning and improvement.
• An enthusiastic and creative leader with the ability to inspire others.
• Excellent communication and presentation skills.
• Relevant Bachelor’s degree; preference for computer science or related degrees.