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Provide technical support to customers using the Hightouch platform, collaborate with cross-functional teams, and ensure customer success through effective communication and problem-solving.
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Hightouch
Hightouch is seeking a Customer Success Engineer to work directly with users, ensuring they maximize the value of our platform. This role involves technical support through various communication channels and collaboration across multiple teams. The ideal candidate has a customer-facing background, strong organizational skills, SQL proficiency or willingness to learn, and a passion for continuous learning and teamwork. Hightouch offers competitive salary, equity compensation, and remote-friendly work options.
Hightouch’s mission is to empower everyone to take action on their data. We’ve pioneered the Composable Customer Data Platform (CDP), which helps companies use their own data warehouse to collect, prepare, and activate customer data for marketing personalization and business operations. Traditionally, acting on data has required engineering time and bandwidth, and left most business users stuck with charts and reports that are unable to take automated action on their data. With Hightouch, every business user, without writing any code, can activate data to streamline critical processes, improve marketing performance, and scale operations.
Our team operates with a focus on making a meaningful impact for our customers. We believe in approaching challenges with a first principles thinking mindset, moving quickly and embracing our value of efficient execution, and treating each other with compassion and kindness. We look for team members that are strong communicators, have a growth mindset, and are motivated and persistent in achieving our goals.
Hundreds of companies use Hightouch, including Spotify, Ramp, Retool, NBA, Plaid, and Betterment. We’re based in San Francisco, are remote-friendly, and backed by leading investors such as Amplify Partners, ICONIQ Growth, Bain Capital Ventures, Y-Combinator, and Afore Capital.
The Customer Success Engineering role is demanding and requires strong organizational skills and an ability to multitask. You’ll work directly with all users to ensure they can get the most value from the platform. This may include answering questions in Intercom, Slack, on the phone, or through email. The nature of the work is technical and requires an understanding of how to read API documentation, how the standard suite of SaaS tools work (e.g. CRMs, ESPs, ERPs, etc...), and the basic building blocks of customers use data.
The Customer Success Engineering role is also designed to provide broad exposure across the organization, including tight collaboration with Solutions Architects, Solutions Engineers, Marketing, Engineering, and Operations. The role is perfect for strong team players that want to have impact across the company and with our customers.
The ideal candidate is hungry to learn, excited to cross-functionally collaborate, driven to deliver optimal customer experiences, and is excited to learn from and teach others. Hightouch is still a startup, which translates to pitching in across the organization and wearing many hats as we grow. You will be excited for an opportunity that allows you to be an important member of an exceptional company, be willing to ask questions when you’re unsure, and take initiative when you’re passionate about a topic/solution/process.
Finally, you’ll need to be a self-starter, comfortable with ambiguity, willing to challenge the status quo, and a strong team player. Everyone at Hightouch plays an important role in our growth and this position is at the forefront of our efforts to drive an exceptional for every user. We’re of the firm belief that keeping customers promises is how we’ll win and we’re excited for this role to play an integral part of the customer journey.
2+ years in a customer-facing role
Technical background either through experience or education
Conversant in SQL or willing to learn the basics and a few more advanced topics
Strong discovery and interpersonal skills
Intellectual curiosity, high ambition, and humility
High proficiency in reading, writing, and speaking English
Ability to adapt to an ever-changing work environment
Thorough understanding of the technology industry and its players
The salary range for this position is $85,000-$120,000 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.
