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23 Hevo Data Jobs
Director - Customer Success
5-10 years
Bangalore / Bengaluru
1 vacancy
Director - Customer Success
Hevo Data
posted 3d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
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 customers key events, needs, potential risks, and value drivers.
The Role
Given HevoDatas 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.
Employment Type: Full Time, Permanent
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What people at Hevo Data are saying
What Hevo Data employees are saying about work life
based on 48 employees
Flexible timing
Monday to Friday
No travel
Day Shift
Hevo Data Benefits
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Life Insurance Hospitalization Insurance Accident Insurance Maternity Leave Commute Reimbursement
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Hevo Data Bangalore / Bengaluru Office Location
Bengaluru/Bangalore Office
Headquarter
Hevo Habitat, Hevo Technologies India Pvt. Ltd, 1177, 5th Main Rd, Sector 6, HSR Layout, Bengaluru, Karnataka 560102
Bengaluru/Bangalore
560102
560102
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