Customer Engineering Lead

<h3>About the role</h3> <p>Hex’s Customer Engineering (CE) team exists to drive product education and adoption by <em>any means necessary</em>. We’re revenue defenders and generators, and a key part of making our customers successful with Hex for the long haul.</p> <p>We’re hiring a <strong>Head of Customer Engineering</strong> to chart the path for the team’s evolution. You will own the post‑sales journey end‑to‑end from onboarding, adoption, through expansion and renewals. The CE team is already having a huge impact on our customers, and this role will focus on evolving the team for our next phase of growth and product development.</p> <p>If you want to learn more about the Customer team, what we do, and how we work, please check out our <a href="https://hexhq.notion.site/the-customer-team-hex">team page</a>!</p> <h3>What you will do</h3> <p><strong>Own Customer Engineering strategy and outcomes:</strong></p> <ul> <li>Define what a “great CE” looks like at Hex and build the roadmap to get us there</li> <li>Set clear goals and success metrics for the phases of our customer journey that the CE team drives</li> </ul> <p><strong>Hire and develop a high-performing team.</strong></p> <p><strong>Drive product adoption expansion across our customer base:</strong></p> <ul> <li>Lead and prioritize a portfolio of product adoption experiments</li> <li>Work with Product Eng leads to stay ahead of development and proactively manage change with our customers</li> <li>Help create technical/product narratives that make the expansion path obvious and compelling to non-Data teams</li> <li>Partner with Sales to ensure expansions and renewals feel like a natural continuation of value</li> <li><strong>Build best-in-class operations systems:</strong> <ul> <li>Partner with RevOps to implement evolve the team’s technology stack and customer enablement process using the latest and greatest tooling available</li> <li>Balance rigor with speed; systems should make the team faster, not slower</li> </ul> </li> </ul> <p><strong>Represent the customer voice internally and make the systems to support this a competitive advantage for Hex.</strong></p> <h3>What we’re looking for</h3> <ul> <li><strong>You take pride in being a great functional leader.</strong> You have 3+ years of people management experience, plus strong prior IC experience in a technical, customer-facing role (Customer Engineer, Solutions Engineer, Sales Engineer, Technical CSM, Forward Deployed Engineer, etc.)</li> <li><strong>You have a customer-centric approach to building revenue-generating post-sale teams.</strong> You believe product adoption and CX are the best predictors of long-term growth for customers and you know how to build incredible experiences to support that thesis. You are excited about your team <em>generating</em> revenue, not just maintaining it.</li> <li><strong>You are excited about how AI is transforming data work and want to be at the forefront of redefining the new playbooks.</strong> Running multiple experiments, being creative, and learning quickly are all elements of innovation that energize you!</li> <li><strong>Your cross-functional peers love collaborating with you and find you to be a thoughtful and credible partner.</strong> Product leadership knows they can lean on you to translate customer pain into product signals and trust your perspective. You can collaborate with a RevOps partner on day to day CE execution.</li> </ul> <hr> <p>In addition to our unique culture, Hex proudly offers a competitive total rewards package, including but not limited to, market-benched salary equity, comprehensive health benefits, and flexible paid time off.</p> <p>The on-target-earnings (base + variable) for this role is: $230,000 - $250,000.</p> <p>The OTE range shown may be a reflection of additional factors such as geographical location and skill ranges/levels we’re open to. Placement in the OTE range will be decided upon completion of the interview process, taking into acco ... (truncated, view full listing at source)