Customer Success Manager
Posted on 4/3/2023
INACTIVE
Higharc
Locations
Remote • United States
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
CAD
Communications
Requirements
  • 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
Responsibilities
  • 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