higharc - Customer Adoption Manager
Requirements
• 5+ years in customer success, implementation leadership, enterprise account management, consulting, solutions, or program leadership, with direct ownership of complex, high-value customers or transformation programs • Strong executive communication skills and the ability to independently influence senior customer stakeholders • Excellent judgment in diagnosing customer risk, adoption friction, stakeholder misalignment, and organizational blockers • Strong consultative and cross-functional leadership instincts — you can challenge customers respectfully when legacy assumptions limit value, and lead across implementation, product, engineering, sales, support, and executive teams • Comfort using data, customer health signals, and AI-enabled tools to understand account health and adoption progress • The ability to synthesize project details into an accurate account narrative without owning every administrative detail • Willingness to travel 25%, with occasional fluctuations during customer launch periods • A major plus if you also bring: • Experience in residential homebuilding, construction technology, AEC, manufacturing, ERP, or other operationally complex industries • WORKING AT HIGHARC • Higharc has been remote first since our founding in 2018. We offer flexible hours so you can do your best work without missing out on life. Higharc offers competitive salaries with significant equity, in a fast-growing, well-funded company. • Personal healthiness is an important value for us- we provide comprehensive medical, dental, and vision coverage, with unlimited PTO, and meaningful maternity/paternity leave to all U.S based employees that are full-time. You'll also have access to other big-company benefits such like short and long-term disability plans and a 401K. Haven't worked remotely before? We provide a stipend to create the ideal home office.
Responsibilities
• This is not a high-volume SaaS account management role. You'll own a small number of complex enterprise homebuilders and help them adopt Higharc in ways that materially change how their business operates. Adoption here isn't about usage, it's about changing how builders work. • You'll partner with a dedicated Project Manager who owns project plans, reporting, documentation, and system hygiene. With that discipline in place, you focus on customer outcomes, executive alignment, adoption strategy, change management, and account health. • Own adoption outcomes from post-sale alignment through launch, rollout, value realization, and long-term account health. • Lead executive conversations on your own around business goals, adoption milestones, risks, tradeoffs, and value. • Guide customers beyond recreating legacy workflows toward new workflows, decision rights, and the adoption behaviors required to realize value. • Orchestrate internal teams across Implementation, Solutions, Product, Engineering, Support, and Sales to keep outcomes moving. • Diagnose adoption risk early, align stakeholders, and restore momentum when programs stall. • Translate patterns in customer friction into structured product, implementation, and account intelligence.
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