Higharc

Director, Customer Success

Higharc

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Lead

About the role

  • 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

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
Benefits
  • Comprehensive medical, dental, and vision coverage
  • Unlimited PTO
  • Meaningful maternity/paternity leave
  • Stipend to create the ideal home office
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer Success strategyaccount planningrisk managementdata analysiscustomer journey mappingcustomer feedback translationCS toolingautomationB2B SaaSsoftware platforms
Soft Skills
executive presencerelationship buildinganalytical mindsetempathetic leadershipcustomer-first approachhigh standardsownershipcross-functional leadershipteam developmentcustomer advocacy