[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.ResponsibilitiesBuild, hire, and develop a high-performing team of Technical Architects focused on our largest Enterprise customersProvide mentorship, coaching, and career development opportunities for team membersEstablish team goals, performance metrics, and accountability structures that drive customer success outcomesFoster a culture of continuous learning and technical excellence within the teamDrive retention and expansion strategies for our largest Enterprise customers in partnership with Sales leadershipDevelop and implement scalable processes for customer onboarding, success planning, and expansionAnalyze customer health metrics and develop proactive intervention strategiesEnsure consistent delivery of technical expertise and guidance across all customer engagementsMaintain deep technical knowledge of Hightouch's platform and stay current with product developmentsEstablish technical best practices and standards for customer implementationsLead complex technical escalations and problem-solving initiativesCollaborate with Engineering and Product teams to prioritize customer-driven feature requests and improvementsPartner with Sales, Marketing, and Product teams to drive customer success initiativesContribute to go-to-market strategies for new products and featuresRepresent the voice of the customer in internal strategy discussionsDrive process improvements that enhance team efficiency and customer satisfactionSkills3-5 years of people management experience, preferably leading technical customer-facing teamsProven track record of building and scaling high-performing teams in fast-growing environmentsExperience developing talent and creating career growth paths for technical professionalsStrong coaching and mentorship abilities with a focus on both technical and soft skill development8-10 years of experience in client-facing and/or technology-focused roles combining business acumen with technical expertiseDeep understanding of enterprise software implementations, APIs, databases, and data integration systemsExperience 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 makingExperience working with Fortune 500 companies and understanding enterprise sales cyclesAbility to thrive in ambiguous, fast-paced environments while maintaining high standardsNatural curiosity about data platforms and how companies can leverage data for business outcomesExperience 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 accountsBenefitsMeaningful equity compensation in the form of ISO optionsEarly exercise and a 10 year post-termination exercise windowRemote-first policyCompany OverviewHightouch is an agentic marketing platform that utilizes a Composable Customer Data Platform (CDP) to enhance marketing efforts. It was founded in 2018, and is headquartered in San Francisco, California, USA, with a workforce of 201-500 employees. Its website is https://www.hightouch.com.