Higharc is a VC-backed startup that is changing how new homes are designed and built. Join a founding team who’ve shipped products for Autodesk, Electronic Arts, Nike, and Apple.
We’re looking for a seasoned customer success professional to drive initiatives, keep the company focused on customer outcomes and play a central role in directing the future of the product. You’ll work cross functionally with our Implementations, Sales & Product teams to ensure a best-in-class customer experience with our builders. We need someone who understands the pain points involved with implementing new technology in organizations of all sizes and is eager to simplify and enhance the experience for the end user.
About You:
You’ve worked in technology implementation, possibly in the homebuilding industry, long enough to understand how stressful the transition to a new software platform can be. You have strong interpersonal skills and know what it takes to build both external and internal relationships.
You understand that things break, but strive not only to understand how the failure occurred but to develop a solution to prevent it from breaking again.
You give grace under fire when dealing with customer issues. You have a knack for understanding the needs of others and are a master at making people smile.
You have the ability to thrive in a fast-paced, sometimes ambiguous environment, in a professional, yet authentic and down-to-earth demeanor.
What You’ll Do:
- Own a portfolio of your customers throughout the journey, from onboarding through client renewal & expansion
- Develop trusted & consultative relationships with your builders, exceeding their expectations during every phase of the customer lifecycle
- Deeply understand our customers’ goals, ambitions, daily challenges, & business processes
- Work with the product team to determine priority & need of product requests, and influence customers to align with the Higharc roadmap
- Manage customer health through adoption & relationship metrics; anticipate risks & develop strategies to retain accounts
- Lead Quarterly Business Reviews, driving engagement with the executive sponsor & program team, and leveraging business results & product initiatives
- Address escalating client issues with speed and urgency, orchestrating resources across the company as needed
- Ability to manage multiple accounts, prioritize clients’ need and communication, and ensure timely, accurate, and smooth delivery and communication
Your Background:
- 5+ years of experience in a customer-facing role with a CAD-tool Software company or in a Director level position at a Home Building company
- Experience driving process improvement and building new processes in a startup environment
- Strong leadership, project management, presentation skills and a bias for action
- A high degree of empathy, impressive executive presence, and communication abilities
- Ability to create structure in ambiguous situations and drive effective outcomes
Higharc has been remote-first since our founding in 2018. We offer flexible hours so that you 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. You’ll also have access to other big-company benefits like short and long-term disability plans and a 401k. Haven’t worked remotely before? We provide a stipend to help you create the ideal home-office.