Customer Engineering Lead

Hex Technologies•New York City, NY

About The Position

Hex’s Customer Engineering (CE) team exists to drive product education and adoption by any means necessary . We’re revenue defenders and generators, and a key part of making our customers successful with Hex for the long haul. We’re hiring a Head of Customer Engineering to be the functional leader of the team—owning CE strategy, hiring and development, operating cadence, and measurable outcomes across adoption and expansion. 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. You’ll prioritize the experiments we run, lead the day-to-day execution of the team, and ensure the voice of our customers is represented internally (especially as we bring new products from alpha to GA and beyond). This is a hands-on leadership role. You’ll spend time with customers, stay close to the product, mentor/grow our team, and build the systems that help a growing team deliver impact consistently. If you want to learn more about the Customer team, what we do, and how we work, please check out our team page !

Requirements

You take pride in being a great functional leader. 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.)
Track record hiring and developing top performers
You have a customer-centric approach to building post-sale teams. You have developed empathy for data practitioners, understand how they work, and what they need to be successful.
You are technically fluent enough to have credibility with Data teams
You are excited about how AI is transforming data work and want to be at the forefront of redefining the new playbooks. Running multiple experiments, being creative, and learning quickly are all elements of innovation that energize you!
Your cross-functional peers love collaborating with you and find you to be a thoughtful and credible partner. 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.

Nice To Haves

Strong intuition for PLG-ish or product-led adoption motions, paired with enterprise GTM partnership
Comfortable in earlier-stage environments with ambiguous problems, fast iteration, and minimal process while still raising the bar on execution & efficiency
Experience evaluating and implementing tools for customer-facing roles (Support, CRM, etc.) that have informed how you think about CE operations & systems

Responsibilities

Own Customer Engineering strategy and outcomes: Define what "great CE" looks like at Hex and build the roadmap to get us there Set clear goals and success metrics for the phases of our customer journey that the CE team manages
Hire, develop, and lead a high-performing team: Hire and onboard top talent at varying levels Support individual performance by setting clear expectations, sharing high-quality feedback, and supporting career development
Drive product adoption & expansion across our customer base: Lead and prioritize a portfolio of product adoption experiments Build repeatable motions that help customers realize value quickly and grow with Hex Help create technical/product narratives that make the expansion path obvious and compelling Partner with Sales to ensure renewals feel like a natural continuation of value (not a scramble)
Build best-in-class CE operations Partner with RevOps to implement & evolve the team’s technology stack and customer enablement process Balance rigor with speed; systems should make the team faster, not slower
Be the customer voice internally Partner closely with Engineering, Product & Design to inform roadmap and investment decisions Connect Product with customers for early research and escalations as-needed