Customer Engineering Lead

About the role

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!

What you will do

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

What we’re looking for

• 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.
• Based in SF and excited to work in office 2 days per week

Nice to have

• 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

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.

The on-target-earnings (base + variable) for this role is: $230,000 - $250,000.

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 account factors like leaving room for growth, internal fairness & parity, your demonstrated skills, and the depth of your experience. Our Recruiting team will be able to provide more details during the interview process.

By submitting an application the candidate consents to the use of their personal information in accordance with the Hex Privacy policy: https://learn.hex.tech/docs/trust/privacy-policy.