Customer Success Specialist - 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 to help customers dramatically improve their business through our innovative, high-quality software 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 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.ROLE RESPONSIBILITIES: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 early 90% with a priority of high dollar renewals
- Renewal Expectations
- Miss: 10+% of renewals are overdue (overdue based on not signing on time)
- What Success Looks Like: 90% of renewals are signed on time with your large renewals not going overdue
- Throughout 2024, all renewals should be presented as switching over to the auto-renewing contract for all customers. If a customer pushes back on signing the auto-renew contract, please escalate to your manager and the Director, CS.
- 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
- Handoff Process/Template
- Create CTA
- Reach out to the customer
- Miss: You don’t reach out to the customer within 2 weeks to start conversations.
- What Success Looks Like: Customer is outreached and begins to work with CS. Minimum expectation would be capturing goals and offering resources to the customer. Exceeding expectations would be the establishment of a success plan.
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 and the Director, CS.
- 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. 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
- 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.
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, hybrid or remote.
- Medical and Dental Premiums.
- On-site amenities including covered basketball court, soccer field, 200-meter track, etc.
- Dog-friendly campus.
- 401K with match.
- Tuition reimbursement.
- And more!
