Customer Success Specialist

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" 16 years in a row.
WHO WE NEED:
We're currently looking for a Customer Success Specialist to manage renewals and
customer account growth for the "Medium" customer segment, from $75k up to $200k ARR.
This customer segment includes a wide spectrum of ARR, so a key part of this role is to
identify the customers with the highest ARR growth potential so that they can be targeted
for an adoption/enablement focus. This role requires a proven track record of prior success in
a B2B SaaS CSM role.
WHAT YOU'LL DO:
Daily Activities

• Work through customer renewals, with a goal of switching the maximum number of customers possible to the auto-renewing contract.
• Renewals: Renewals should be signed on average 90% on time.
• Escalate renewal problems or significant churn risks to your manager as they occur.
• Monitor customer health via Gainsight
• Action all automated CTA's
• Lead NPS responses for negative reviews that any customers have given us.

Weekly Activities

• Product Enablement activities, in partnership with the Product Enablement 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.
• Create IQL's as needed, when customers express interest in using other products in the HCSS family. You will receive an individual bonus if your IQL converts into a completed demo and / or a closed won sale to the customer.
• Account Handoff: The handoff should be complete within 2 weeks of getting it from Implementation

Monthly Activities

• Recommend new automation ideas as they occur to you to your manager
• Automation ideas should focus on areas that will better help predict customer churn risk or that will make your job easier and less manual.
• Recommend process improvements as they occur to you to your manager.
• Review your "Renewals Overview by CSM" dashboard to monitor the impact that your work is having on renewals, as well as maintain line of sight to upcoming renewals.
• Proactively schedule continued learning sessions/trainings for yourself using the annual allowance that is available to all members of our team for continued learning in job-related skills.
• Monthly GRR and Renewals review with your manager.
  • Achieve cumulative HJ Web GRR > 85%
• Follow up with your full logo and product churns from 3 to 4 months ago to see if there is an opportunity to win them back.
• ABR Responsibilities
• Strategically implement QBR's with high-growth potential customers toward the top of the ARR band.
  • QBR's:
    • CTAs will be automated.
    • 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
• 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.
• Strategically dole out Virtual Learning Summit Free Seats (vouchers) to customers who are identified as either high-growth opportunities or at-risk accounts.
• Escalation and consulting
  • Serve as an internal point of escalation for major projects and urgent issues involving strategic or high-value accounts. Work with team members and stakeholders from other departments to craft a detailed plan of action (approx. 30% of your time).
    • Attend high-level external planning sessions and oversee the execution of critical-path objectives within large projects.
    • Assist fellow team members in the Customer Success department
    • Take ownership of serious retention risks with a focus on averting churn and producing a "save" moment.
• Large account management
  • Own the client-Success relationship for the largest accounts and conduct a variety of proactive and reactive work on their behalf in order to foster success and positive HCSS sentiment leading to increased retention and expansion opportunities (approx. 50% of your time).
    • Own and work all CTA's for assigned accounts, including lifecycle management, outreach, risk remediation, and renewal/retention activities.
    • Identify and capitalize on upsell and cross-sell opportunities by planning for growth with major customers, identifying value gaps, and coordinating with sales and development to produce compelling sales pitches.
    • Ensure that HCSS is in alignment with our largest customers by documenting significant developments within their companies in Gainsight/Salesforce, and being the internal expert on each account's unique challenges and business processes.
    • Conduct annual ABR's with executive sponsors for the largest customers, reviewing data relevant to their partnership with HCSS and planning for the future. Capture measurable positive outcomes.
• Knowledge and process expertise
  • Pursue and maintain true subject matter expertise in HCSS products and processes, and serve as the "go-to" team member for your areas of specialization for both internal and external stakeholders (approx. 20% of your time).
    • Produce documentation for both internal and external use related to the high impact features in HCSS software and how they fit into business practices within the construction industry.
    • Analyze early warning and post-mortem data in Gainsight in order to help direct internal efforts towards areas where they will be most effective. Use aggregated usage data to make detailed and compelling suggestions to the Product Development team regarding changes and additions to the product roadmap.
    • Audit and improve internal playbooks in Gainsight to provide scalable best-practices to the entire Customer Success team.

Required Qualifications:

• Excellent SME-level knowledge of HeavyBid, HeavyJob, Safety, and Plans products and the construction industry
• Project Management skills, including documentation, scheduling, and risk management
• Ability to craft internal and external knowledge documents
• Extensive soft-skills essential to developing deep relationships with major clients

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 remote
• Medical and Dental Premiums.
• On-site amenities including covered basketball court, soccer field, 200-meter track, etc.
• 401K with match
• Tuition reimbursement
• And more!

*For remote candidates, occasional travel to our office is required