Director, Customer Success

Higharc

19h • Remote

About The Position

Higharc is seeking an accomplished Director of Customer Success to architect and lead a modern, outcome-driven CS organization that helps customers realize measurable business value, while leading retention and expansion initiatives.
Customer 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.

Requirements

• 8+ years in Customer Success, Account Management, or related leadership roles within a scaling B2B SaaS environment
• Proven experience working with complex, enterprise or mid-market customers on sophisticated software platforms
• Executive presence with the ability to build trusted relationships at all levels
• Analytical mindset with the ability to translate data into insight and action
• A bias towards designing systems for scale without losing the human element
• Empathetic, customer-first leadership with high standards and ownership
• Demonstrated success driving retention, expansion, and long-term customer value, not just satisfaction
• Experience building or scaling CS teams, systems, and operating models
• Strong cross-functional leadership experience with Sales, Product, Engineering, and Marketing

Nice To Haves

• Experience in residential home building and/or construction technology

Responsibilities

• Define and execute a scalable, outcome-driven Customer Success strategy aligned to company growth goals and customer value realization
• Establish clear customer journey stages, success milestones, and engagement models across segments
• Partner with Sales, Product, and Implementation to ensure seamless handoffs and strong time-to-value
• Build forecasting rigor and renewal predictability through structured account planning and risk management
• Design and continuously improve a best-in-class post-sale customer experience that increases loyalty and advocacy
• Translate customer feedback into actionable recommendations for Product, Engineering, and GTM teams
• Recruit, develop, and retain a high-performing Customer Success team
• Leverage CS tooling and automation to improve efficiency, scale, and customer insight

Benefits

• Higharc offers competitive salaries with significant equity, in a fast-growing, well-funded company.
• Personal healthiness is an important value for us- we provide comprehensive medical, dental, and vision coverage, with unlimited PTO, and meaningful maternity/paternity leave to all U.S based employees that are full-time.
• You'll also have access to other big-company benefits such like short and long-term disability plans and a 401K.
• Haven't worked remotely before? We provide a stipend to create the ideal home office.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed