Customer Success Manager - HCSS Employer, Inc.

 Customer Success Manager - Job Description 

We’re HCSS. We’re a software company based in Sugar Land, TX and we provide innovative solutions for the construction industry that helps streamline their operations. Our mission at HCSS is helping customers achieve excellence through our proven, customer-centric, end-to-end solutions and exceptionally helpful service, while providing a great life for our employees. With this mission at the forefront of everything we do, we’re recognized as a pioneer and leader in our market and nominated the “Best Companies to Work for in Texas” 15 years in a row. 

WHO WE NEED: 
We’re currently looking for a Customer Success Manager to manage renewals and customer account growth for the “High” customer segment, from $200k up to Enterprise ARR. You demonstrate the highest level of standards and practice within the CS team. As a CSM, you are the black belt and the standard of excellence within CS. 

WHAT YOU’LL DO:

• Standard CS Responsibilities
• Typically manages between 30-50 accounts per person.

Weekly Activities

• Product Adoption activities, in partnership with the Product Adoption lead in the CS team. 
• Take any possible proactive actions with your accounts to help them realize more value from the investment that they are making in HCSS’ products.

Monthly Activities

• ABR Responsibilities
• QBR’s with 100% of assigned accounts
  • CTAs will be automated. Can not miss one (define miss).
    • Miss: You were not able to get in touch with the customer that quarter to complete a QBR.
      • Exception Renewal 
    • What Success Looks Like: Getting in touch with the customer, conducting the QBR, consistent updates for outreach, sufficient notes
  • Need to cover:
    • Sentiment
    • Likelihood of  churn
    • Goal Capturing
    • Product Licenses (Are they in a space to grow? Or decrease?)
  • How are we in leadership supporting this?
    • Automation for CTA’s for accounts greater than $50k in ARR
    • Playbook will be associated with the automated CTA with recommendations on topics as well as tips for how to get a customer to talk to you 
• Lead internal CS events to help level up the broader team’s skills in CS core competencies. 
• Assist the CS Supervisors and Director, CS in achieving the quarterly department OKRs, as needed. 
• Make recommendations to the CS Operations team and the Director, CS for any Gainsight improvements that would help the team’s visibility, automation, and execution.
• Fill in as a covering resource for a CS Supervisor who is out of the office on an extended leave, as needed. 
• Strategically distribute Virtual Learning Summit Free Seats (vouchers) to customers who are identified as either high growth opportunities or at-risk accounts.

BENEFITS & PERKS:
Part of our mission statement is to provide a great life for our employees. We believe that happy employees make for a better company, so we take care of them. Here are a few of the perks we offer:

• Flexibility for you to work in-office or hybrid..
• Medical and Dental Premiums. 
• On-site amenities including covered basketball court, soccer field, 200-meter track, etc.
• 401K with match. 
• Tuition reimbursement. 
• And more! 

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