Director, Customer Success

[Applicants: Over 200 applicants | Industry: Software Development | Type: Full-time | Level: Director] About UsHigharc is a VC-backed startup that is changing how new homes are designed and built. We have raised a total of $83M with support from top-notch venture capital firms and more than 18 strategic investors—industry leaders in construction, building products manufacturing, and distribution.Higharc is seeking an accomplishedDirector of Customer Successto architect and lead a modern, outcome-driven CS organization that helps customers realize measurable business value, while leading retention and expansion initiatives.What You'll DoCustomer Success at Higharc is a strategic lever for growth, retention, and product excellence.This role will help define how we scale responsibly, how we partner with customers as they transform their businesses, and how we ensure Higharc delivers lasting value.Expect to:Define and execute a scalable, outcome-driven Customer Success strategy aligned to company growth goals and customer value realizationEstablish clear customer journey stages, success milestones, and engagement models across segmentsPartner with Sales, Product, and Implementation to ensure seamless handoffs and strong time-to-valueBuild forecasting rigor and renewal predictability through structured account planning and risk managementDesign and continuously improve a best-in-class post-sale customer experience that increases loyalty and advocacyTranslate customer feedback into actionable recommendations for Product, Engineering, and GTM teamsRecruit, develop, and retain a high-performing Customer Success teamLeverage CS tooling and automation to improve efficiency, scale, and customer insightAbout YouYou’re a forward leaning, cutting edge CS leader that recognizes that successful customer-facing functions today require critical, innovative thinking and the corresponding people skills necessary to affect positive change internally and externally.You have:8+ years in Customer Success, Account Management, or related leadership roles within a scaling B2B SaaS environmentExperience in residential home building and/or construction technologyProven experience working with complex, enterprise or mid-market customers on sophisticated software platformsExecutive presence with the ability to build trusted relationships at all levelsAnalytical mindset with the ability to tr...