Manager, Technical Account Management

About Hightouch

Hightouch's mission is to empower everyone to take action on their data. Hundreds of companies, including Autotrader, Calendly, Cars.com, Monday.com, and PetSmart, trust Hightouch to power their growth.

We pioneered the Composable Customer Data Platform (CDP), which lets companies use their own data warehouse to collect, prepare, and activate customer data for marketing personalization and business operations. Our new AI Decisioning platform goes a step further, allowing marketers to set goals and guardrails that AI agents can then use to personalize 1:1 customer interactions. Traditionally, only technical teams had the skills to access and use customer data. With Hightouch, every business user can deliver personalized customer experiences, optimize performance marketing, and move faster by leveraging data and AI across their organization.

Our team focuses on making a meaningful impact for our customers. We approach challenges with a first-principles mindset, move quickly and efficiently, and treat each other with compassion and kindness. We look for team members who are strong communicators, have a growth mindset, and are motivated and persistent in achieving our goals.

What else? We're based in San Francisco but have team members all over the world. Our Series C put us at a $1.2B valuation, and we are backed by leading investors such as Sapphire Ventures, Amplify Partners, ICONIQ Growth, Bain Capital Ventures, Y-Combinator, and Afore Capital.

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.

People Leadership & Development

• 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

Strategic Customer Success

• 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

Technical Excellence & Operations

• 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

Cross-Functional Leadership

• 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

Leadership Experience

• 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

Technical & Customer Success Background

• 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

Core Competencies

• 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

Preferred Qualifications

• 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

Location & Compensation

This role is based in New York City with flexibility for hybrid work arrangements. The salary range for this position is $230,000 - $260,000 USD per year (80/20 split variable). We also offer meaningful equity compensation in the form of ISO options, and offer early exercise and a 10 year post-termination exercise window.

Join us in building the future of customer data activation and lead a team that makes a meaningful impact for some of the world's largest companies!