Higharc is looking for a driven and experienced customer success leader to drive success initiatives, customer retention, expansion, and health. This person will be instrumental in shaping the future of Higharc.

This role reports to the VP of Sales & Success, can work anywhere remotely in the continental US, and will include 25%-30% travel.

What You'll Do

Our Head of Customer Success will work cross departmentally to understand customers and help build Success Plans as part of value-oriented customer relationship management. Focus on success metrics to drive value, ROI and ROI validation. Expansion and retention, as part of initial set up and implementation, are key measures of achievement. They’ll be involved in all aspects of support, account management, demonstrating the product, educating customers and more. All team members look to customer success for input across all key decisions. In this role you’ll:

• Create and establish a CRM system to manage the Higharc customer database.
• Create and maintain a cadence of communicating with customers to engage them with Higharc.
• Serve as the primary contact for the onboarding of new customers and support of users.
• Create and drive systems to capture and analyze customer data (ie. impact of marketing events).
• Understand customer outcomes by communicating with customers and analyzing customer health metrics.
• Collaborate with the engineering and development team to set up or configure our software platform per customers’ requirements and troubleshoot technical issues raised by customers.
• Marshall resources across the Higharc organization as needed to support customer needs.
• Represent the voice of the customer to provide input on our sales & marketing process and product roadmap.
• Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base.
• Identify opportunities for customers to act as Higharc advocates (e.g. testimonials, case studies).
• Help drive a successful launch and provide on-going support to clients and builders within Higharc's Early Access Programs.
• Assist with development and integrity of builder/engineer database.
• Assist with all facets of the customer experience via marketing/lead generation, branding, communication, etc. (ie. webinars, e-blasts/drip campaigns).
• Assist with collection of data to drive market expansion.
• Research a back-office virtual assistance communication support tool to respond to users needs 24x7.

About You

You’re a results-driven leader with 5+ years of experience leading Customer Success, Relationship Management, Account Management, or similar teams, within a technology or software company. You have:

• A proven track record of working in customer facing roles.
• Experience with implementation of a CRM system and establishing a stable cadence for managing customer database.
• Experience working with large enterprise customers on complex software solutions.
• Excellent cross-department collaboration experience.
• Experience working with, and managing, stakeholders and customers.
• Exceptional organization skills, detail oriented.
• Excellent interpersonal skills.
• Flexible approach, able to operate effectively with uncertainty and change.
• Results driven, self-motivated, enthusiastic and with a “can do” attitude.
• Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals.
• Empathetic, positive attitude with a desire to help our customers reach their goals.
• Strong analytical skills, with the ability to translate data into insights. Experience with Excel/Google Sheets preferred.
• Strong PowerPoint/Keynote skills.
• Comfort in a startup environment–we move quickly and wear many hats in a dynamic environment.
• Have, or be willing to learn, basic technical skills in HTML, Javascript, CSS and connecting to APIs to confidently discuss technical terms.
• Interest or passion for home design, architecture, or construction.