Head of Technical Account Management (West)

In this role you will lead a team of Technical Architects who serve as the bridge between Hightouch and our largest Fortune 5000 customers
You will be responsible for building, developing, and scaling a world-class team that oversees the entire customer journey from kick-off to onboarding to continued success and expansion
In this role, you will combine people leadership with deep technical expertise to ensure our Enterprise customers maximize their value from the Hightouch platform
You’ll be responsible for developing your team’s technical capabilities, establishing best practices for customer engagement, and driving strategic initiatives that increase customer retention and expansion across our largest accounts
As a hands‑on leader, you will maintain involvement in complex technical escalations while empowering your team to deliver exceptional customer experiences
You’ll collaborate closely with Sales leadership to develop strategies for increasing platform adoption within large organizations and work cross‑functionally to surface customer insights that drive product innovation
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
Benefits Hub & Remote friendly: Join our global team, either remotely or in one of our four in‑person hubs. For those near a hub, enjoy complimentary lunches on Tuesdays and Thursdays
Flexible PTO: Downtime is just as important as on time and your teammates will support you while you relax and recharge
Core benefits: For full‑time US‑based employees, we cover all health benefit premiums, 80% for dependents, and life insurance
Parental leave: We value and support the family planning process. We provide up to 16 weeks for parents
Professional development: We support employees for all learning resources needed to grow in their role (classes, books, conferences, etc)
Connectivity: We offer a $50 per month cell‑phone or wifi connectivity stipend to all employees
Commuter: Commuter benefits of $50 are offered to both employees who come into the offices and to remote workers working outside of their home
Proven track record of building and scaling high-performing teams in fast-growing environments3-5 years of people management experience, preferably leading technical customer-facing teamsExperience developing talent and creating career growth paths for technical professionalsStrong coaching and mentorship abilities with a focus on both technical and soft skill developmentDeep understanding of enterprise software implementations, APIs, databases, and data integration systems8-10 years of experience in client-facing and/or technology-focused roles combining business acumen with technical expertiseExperience with customer success methodologies, metrics, and best practicesProven ability to manage complex technical projects with multiple stakeholdersExceptional communication and presentation skills with ability to influence at all organizational levelsStrong analytical and problem-solving abilities with a data-driven approach to decision makingAbility to thrive in ambiguous, fast-paced environments while maintaining high standardsNatural curiosity about data platforms and how companies can leverage data for business outcomesExperience working with Fortune 500 companies and understanding enterprise sales cyclesExperience with data warehouses, ETL/ELT processes, and modern data stack technologiesBackground in Customer Data Platforms (CDPs), marketing technology, or data activationExperience in B2B SaaS companies, particularly in customer success or solutions engineering rolesTrack record of driving customer expansion and reducing churn in enterprise accounts

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