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Hightouch Logo Hightouch · IT - Software Development

Manager, Customer Success Engineer

United States 130000.00 - 160000.00 USD / Year · Job Posted December 09, 2025

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Job Description

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.

Job Responsibility

  • 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
  • Ensure the team serves as the technical backbone of the customer journey, ensuring fast, accurate resolution of issues from pre-sale through post-sale
  • 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

Requirements

  • 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

Nice to 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
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