Head of Customer Success Engineering (West)

Who you are

You have a proven track record in customer success engineering, with experience leading teams that focus on resolving customer issues efficiently. Your technical depth allows you to understand complex data platforms and workflows, ensuring that your team can provide the best support possible. You are a strong communicator who values collaboration and has a growth mindset, always looking for ways to improve processes and customer satisfaction. You thrive in a remote-first environment and are comfortable managing a distributed team across different time zones. Your leadership style is hands-on, and you enjoy mentoring team members to help them reach their full potential.

Desirable

Experience with AI technologies and cloud data warehouses like Snowflake and Databricks is a plus. Familiarity with customer data platforms (CDPs) and activation workflows will help you excel in this role. You are intellectually curious and motivated to tackle challenges that arise in customer success.

What you'll do

In this role, you will lead a team of Customer Success Engineers, ensuring that they are equipped to quickly remove customer blockers and enhance the overall customer experience. You will develop documentation and best practices that your team can use to streamline processes and improve efficiency. Your focus will be on building a technical backbone for the customer journey, ensuring that issues are resolved accurately and promptly from pre-sale through post-sale. You will collaborate closely with other departments to gather product feedback and implement changes that benefit customers. As a leader, you will foster a culture of communication and support within your team, encouraging them to share insights and work together to solve problems. You will also be responsible for scaling processes as the company grows, ensuring that your team can handle increasing customer demands without sacrificing quality.

What we offer

Hightouch offers a competitive salary range of $130,000 to $160,000 USD per year, reflecting the importance of this role within our organization. As a remote-first company, we provide flexibility in your work environment, allowing you to balance your professional and personal life effectively. You will have the opportunity to work with cutting-edge AI technologies and cloud data platforms, making a meaningful impact on our customers' success. We value a culture of compassion and kindness, and we encourage you to apply even if your experience doesn't match every requirement. Join us in transforming marketing workflows and enhancing customer experiences.