Head of Technical Account Management, West

Hightouch is an Agentic Marketing Platform that empowers marketing teams to 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 through strategic customer success and technical excellence.

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