Sr. Director Training & Support

Higharc•Remote, Remote

8d•Remote

About The Position

Higharc is seeking an accomplished Sr. Director of Training & Support to own the full post-sale enablement experience: world-class technical support + scalable customer education that accelerates time-to-value, drives adoption, and reduces churn. This role reports directly to the VP of Adoption. In this role, you’ll lead distributed teams, build repeatable programs, and partner tightly with Product and Engineering to turn customer insight into product improvements.

Requirements

10+ years in Support, Training, Enablement, or Customer Education in SaaS/technology, with 5+ years leading teams
Strong understanding of B2B SaaS delivery models, onboarding motions, and customer lifecycle
Hands-on experience with LMS / e-learning tools and building structured learning programs
Experience building certification programs and credentialing
Excellent leadership, communication, and cross-functional influence across Product, Engineering, Sales, and CS

Nice To Haves

Passion for and/or experience in AEC tech or Homebuilding specifically

Responsibilities

Lead Support and Training strategy across time zones through organization design, escalations paths, coverage models, and operating cadence
Develop a High-Performing Team: Recruit, hire, train, and manage a team of training and support professionals who will become experts in the Higharc platform
Foster a culture of accountability, continuous improvement, and professional development
Work closely with the VP of Adoption to ensure alignment with the broader business strategy
Partner with the Product team to advocate for the voice of the customer and provide actionable feedback on platform functionality
Design onboarding programs that reduce implementation time and increase early adoption
Build role-based learning paths for admins, power users, and everyday users, driving ongoing adoption through enablement campaigns