Head of Customer Success Engineer, Hightouch

• 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
• 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

Desirable

• 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
• You’ll scale processes that help customers succeed today while partnering closely with Engineering, Product, and Design to influence how the platform evolves tomorrow
• 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
• 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