Manager, Technical Account Management

Hightouch • New York, NY

67d • $230,000 - $260,000

About The Position

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.

Requirements

• 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
• 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

Nice To Haves

• 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

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

Benefits

• Meaningful equity compensation in the form of ISO options
• Early exercise and a 10 year post-termination exercise window

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Professional, Scientific, and Technical Services
• Number of Employees: 101-250 employees