Customer Adoption Manager

Higharc is a VC-backed startup revolutionizing the design and construction of new homes. They are seeking a Customer Adoption Manager to lead the adoption strategy for a select group of complex enterprise homebuilders, focusing on driving meaningful operational changes and long-term value realization.

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

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
• Willingness to travel 25%, with occasional fluctuations during customer launch periods
• Experience in residential homebuilding, construction technology, AEC, manufacturing, ERP, or other operationally complex industries