Customer Adoption Manager, Higharc

• You're a strategic customer relationship owner who can multithread through messy, high-stakes operational change
• You're comfortable standing on your own with senior stakeholders, you know when to pull in executive support from Higharc, and you can tell a clear story about where a customer is, where they need to go, what's at risk, and what decisions move them forward
• You bring curiosity and horsepower to quickly understand how builders operate across Architecture, Purchasing, Sales, and Operations
• You're highly self-directed: you investigate ambiguity, form a point of view, and move work forward without close management
• 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

Desirable

• 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