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

• 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 teams

Experience developing talent and creating career growth paths for technical professionals

Strong coaching and mentorship abilities with a focus…