What You'll Do

Own adoption outcomes from post-sale alignment through launch, rollout, value realization, and long-term account health
Lead executive conversations independently around business goals, adoption milestones, risks, tradeoffs, and value
Guide customers beyond recreating legacy workflows toward new workflows, decision rights, and 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 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 — challenge customers respectfully when legacy assumptions limit value
Comfort using data, customer health signals, and AI-enabled tools to understand account health and adoption progress
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