Technical Account Manager

Hightouch’s mission is to empower everyone to take action on their data. Hundreds of companies, including Autotrader, Calendly, Cars.com, Monday.com, and PetSmart, trust Hightouch to power their growth. We pioneered the Composable Customer Data Platform (CDP), which lets companies use their own data warehouse to collect, prepare, and activate customer data for marketing personalisation and business operations. Our new AI Decisioning platform goes a step further, allowing marketers to set goals and guardrails that AI agents can then use to personalise 1:1 customer interactions.

Traditionally, only technical teams had the skills to access and use customer data. With Hightouch, every business user can deliver personalised customer experiences, optimise performance marketing, and move faster by leveraging data and AI across their organisation.

About The Role

As a Technical Account Manager, you will become the bridge between Hightouch and our largest Fortune 5000 customers. You will oversee the entire customer journey starting from kick-off to onboarding to continued customer success and finally, increased adoption. You are a product expert and will leverage your knowledge to ensure our Enterprise customers understand and utilise the Hightouch platform to its fullest extent and beyond.

In this role, you strive to understand customer requirements and issues at the molecular level. No matter your background, you have a natural curiosity to uncover a customer’s use case and help navigate to the most elegant and efficient solution. Fundamentally, you are enamoured with how a company can utilise data to its fullest extent.

What You’ll Do

• As a critical member of the Customer Success team, you will be responsible for the retention and expansion of our largest Enterprise customers.
• You will be part of a team that will work closely with Sales to strategise on how to increase the adoption of Hightouch within large organisations.
• From a technical perspective, your primary responsibilities will be to deliver a timely and organised onboarding for customers through effective project management, ensure customers see the full value in Hightouch’s products, and advise on technical best practices.
• Provide customers with clear proactive technical guidance and expertise across all our products.
• Collaborate with Customer Support, Engineering, and other teams to assist with technical escalations.
• Contribute towards the success of the Hightouch platform by surfacing use cases and problems to Engineering that push our product to the next level.

What We're Looking For

• 5-10 years of experience in a client-facing and/or technology-focused role where business experience and technical acumen was combined.
• Experience managing and executing technical projects with a customer-first attitude and a strong sense of empathy.
• Excellent project management and communication skills.
• Proven ability to quickly learn new technologies and understand complex systems (APIs, databases, reporting tools, etc.).
• Strong troubleshooting and problem-solving skills with a continuous desire to improve your technical acumen.
• Ability to collaborate cross-functionally with different teams and types of people.
• Ability to work under pressure, deadlines, and navigate unexpected roadblocks with ease.

The salary range for this position is $160,000-$220,000 (80/20 split variable) USD per year, which is location-independent in accordance with our remote-first policy. We also offer meaningful equity compensation in the form of ISO options and offer early exercise and a 10-year post-termination exercise window.