[Remote] Head of Technical Account Management, West
Note: The job is a remote job and is open to candidates in USA. Hightouch is an Agentic Marketing Platform that helps marketing teams leverage data and AI for business growth. The Head of Technical Account Management will lead a team of Technical Architects, ensuring that enterprise customers maximize their value from the Hightouch platform and driving strategic initiatives for customer retention and expansion.
Responsibilities
- Build, hire, and develop a high-performing team of Technical Architects focused on our largest Enterprise customers
- Provide mentorship, coaching, and career development opportunities for team members
- Establish team goals, performance metrics, and accountability structures that drive customer success outcomes
- Foster a culture of continuous learning and technical excellence within the team
- Drive retention and expansion strategies for our largest Enterprise customers in partnership with Sales leadership
- Develop and implement scalable processes for customer onboarding, success planning, and expansion
- Analyze customer health metrics and develop proactive intervention strategies
- Ensure consistent delivery of technical expertise and guidance across all customer engagements
- Maintain deep technical knowledge of Hightouch's platform and stay current with product developments
- Establish technical best practices and standards for customer implementations
- Lead complex technical escalations and problem-solving initiatives
- Collaborate with Engineering and Product teams to prioritize customer-driven feature requests and improvements
- Partner with Sales, Marketing, and Product teams to drive customer success initiatives
- Contribute to go-to-market strategies for new products and features
- Represent the voice of the customer in internal strategy discussions
- Drive process improvements that enhance team efficiency and customer satisfaction
Skills
- 3-5 years of people management experience, preferably leading technical customer-facing teams
- Proven track record of building and scaling high-performing teams in fast-growing environments
- Experience developing talent and creating career growth paths for technical professionals
- Strong coaching and mentorship abilities with a focus on both technical and soft skill development
- 8-10 years of experience in client-facing and/or technology-focused roles combining business acumen with technical expertise
- Deep understanding of enterprise software implementations, APIs, databases, and data integration systems
- Experience with customer success methodologies, metrics, and best practices
- Proven ability to manage complex technical projects with multiple stakeholders
- Exceptional communication and presentation skills with ability to influence at all organizational levels
- Strong analytical and problem-solving abilities with a data-driven approach to decision making
- Experience working with Fortune 500 companies and understanding enterprise sales cycles
- Ability to thrive in ambiguous, fast-paced environments while maintaining high standards
- Natural curiosity about data platforms and how companies can leverage data for business outcomes
- Experience with data warehouses, ETL/ELT processes, and modern data stack technologies
- Background in Customer Data Platforms (CDPs), marketing technology, or data activation
- Experience in B2B SaaS companies, particularly in customer success or solutions engineering roles
- Track record of driving customer expansion and reducing churn in enterprise accounts
Benefits
- Meaningful equity compensation in the form of ISO options
- Early exercise and a 10 year post-termination exercise window
- Remote-first policy
Company Overview