Manager, Technical Account Management

About HightouchHightouch is an Agentic Marketing Platform powered by the industry-leading Composable CDP. With complete brand context, customer data, and performance history in one place, every marketer finally has the power to build and ship end-to-end campaigns themselves. Teams move faster, stay on brand, and get AI marketing that actually works.Founded in 2019 and headquartered in San Francisco, Hightouch enables marketing teams to analyze performance, brainstorm ideas, and generate creative at a speed and quality that wasn't previously possible.Named a Leader in the 2026 Gartner® Magic Quadrant™ for Customer Data Platforms, Hightouch is trusted by leading enterprises like Domino's, Spotify, Aritzia, Cars.com, Ramp, and PetSmart.At Hightouch, our mission is to help our customers leverage data and AI to grow their businesses. The team is ambitious, impact-driven, efficient — and we believe humility, kindness, and compassion are essential to our success. If you're energized by velocity, obsessed with raising the bar, and want to build alongside people who care deeply about each other and our customers, we'd love to meet you.About The RoleIn 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.What You'll DoPeople Leadership & DevelopmentBuild, 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 teamStrategic Customer SuccessDrive 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 engagementsTechnical Excellence & OperationsMaintain 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 improvementsCross-Functional LeadershipPartner 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 satisfactionWhat We're Looking ForLeadership Experience3-5 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 developmentTechnical & Customer Success Background8-10 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 stakeholdersCore CompetenciesExceptional 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 envir