Customer Adoption Manager

Higharc•Remote, Remote

1d•Remote

About The Position

Higharc is seeking a Customer Adoption Manager to own the adoption strategy for their book of business. Reporting to the Senior Manager of Customer Adoption, you'll lead customers from cross-departmental alignment through implementation, launch, measurable adoption, and long-term value realization. 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.

Requirements

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

Nice To Haves

Experience in residential homebuilding, construction technology, AEC, manufacturing, ERP, or other operationally complex industries

Responsibilities

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.