Head of Technical Account Management, West

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. What You'll Do: 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. What We're Looking For: 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.