Manager, Technical Architect
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 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 & Operations
Maintain 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 Leadership
Partner 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 For
Leadership Experience
3-5 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 Background
8-10 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 Competencies
Exceptional 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 outcomesPreferred Qualifications
Experience 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 accountsLocation & Compensation
This role is based in New York City with flexibility for hybrid work arrangements. The salary range for this position is $230,000 - $260,000 USD per year (80 / 20 split variable). We also offer meaningful equity compensation in the form of ISO options, and offer early exercise and a 10 year post-termination exercise window.
Join us in building the future of customer data activation and lead a team that makes a meaningful impact for some of the world's largest companies!
