Head of Customer Success Engineering (West)

Hightouch

🔍 Observed

$130K - $160K USD

Remote (Mountain/Pacific North America) First seen 3 weeks ago Last seen 26 minutes ago Greenhouse

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Job Description

AI Summary

• Lead and develop a team of Customer Success Engineers focused on resolving technical customer issues and improving overall experience through documentation and best practices. • Combine hands-on technical leadership with people management to build efficient processes, mentor engineers, and establish accountability while scaling customer success operations. • Require 3–5 years of people management experience with technical customer-facing teams, plus strong knowledge of APIs, data models, data warehouses, and SaaS architectures. • Partner closely with Engineering, Product, and Design teams to influence product evolution and gather customer feedback while handling complex technical escalations. • Work with an AI-driven platform company serving 1000+ customers including major brands like Spotify, Domino's, and Grammarly in a fast-paced, growth-oriented environment.

About Hightouch

Hightouch is the modern AI platform for marketing and growth teams. Our AI agents reimagine marketing workflows, allowing marketers to create content, plan campaigns, and execute strategies with transformational velocity and performance.

Hightouch is a rare company built on the intersection of two fundamental technological shifts: advances in LLMs and agentic AI, and the creation and rapid adoption of cloud data warehouses like Snowflake and Databricks. Building on these tailwinds, we’ve become a leader in AI marketing and partner with industry leaders like Domino’s, Chime, Spotify, Ramp, Whoop, Grammarly, and over 1000 others.

Our team focuses on making a meaningful impact for our customers. We approach challenges with first-principles thinking, move quickly and efficiently, and treat each other with compassion and kindness. We look for team members who are strong communicators, have a growth mindset, and are motivated and persistent in achieving our goals.

About The Role

In this role, you will lead a team of Customer Success Engineers responsible for quickly removing customer blockers and improving the experience for all customers through documentation, best practices, and product feedback. Your team serves as the technical backbone of the customer journey, ensuring fast, accurate resolution of issues from pre-sale through post-sale.

As a hands-on leader, you will combine technical depth with strong people leadership to build a team that operates efficiently, communicates clearly, and relentlessly removes friction for our customers. You’ll scale processes that help customers succeed today while partnering closely with Engineering, Product, and Design to influence how the platform evolves tomorrow.

You Will

People Leadership & Development

Hire, mentor, and develop a high-performing team of Customer Success Engineers.
Build a culture centered on accountability, ownership, efficient execution, and clear communication.
Establish goals and performance metrics that reflect both customer outcomes and internal process excellence.
Develop training, documentation, and structured onboarding to uplevel the team’s technical and customer-facing skills.

Customer Experience

Ensure your team rapidly unblocks customers across onboarding, adoption, and ongoing usage.
Lead complex technical escalations and provide guidance in ambiguous or high-impact situations.
Identify patterns across customer engagements and drive improvements in workflows, tooling, and knowledge-sharing.

Ideally, You'd Have

3–5 years of people management experience leading technical customer-facing teams.
Demonstrated ability to build, scale, and uplevel teams in fast-paced environments.
Strong understanding of APIs, data models, data warehouses, integrations, and SaaS architectures.
High level of comfort and proficiency in communicating effectively across diverse internal and external organizations, including cross-functional collaboration with sales, product, and engineering.
Intellectual curiosity, strong empathy for customer challenges, and the ability to operate with high velocity in a dynamic environment.

Bonus If You Have

Startup experience, particularly within a high-growth SaaS company.
Experience with Snowflake, Databricks, Redshift, BigQuery, or similar warehouse technologies.
Background in marketing technology, customer data platforms (CDPs), or activation workflows.

We are looking for talented, intellectually curious, and motivated individuals who are interested in tackling the problems above. We focus on impact and potential for growth more than years of experience. The salary range for this position is $130,000-$160,000 USD per year which is location independent in accordance with our remote-first policy.

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Job Information

Company:
Hightouch
Location:
Remote (Mountain/Pacific North America)
Work Location:
Remote
Experience Level:
Senior
Source:
Greenhouse
Status:
Active

Activity Score

68 /100

Likely Active (68)

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