Where is this Manager, Customer Success job located?

Sugar Land, Texas, United States

What industry does this Manager, Customer Success position belong to?

This role spans multiple industries.

What is the expected salary for this Manager, Customer Success job?

Compensation will be discussed during the hiring process.

How can I apply for the Manager, Customer Success position at Heavy Construction Systems Specialists, LLC?

You can apply directly through the application link provided.

Manager, Customer Success at Heavy Construction Systems Specialists, LLC

Manager, Customer Success - 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 help 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” 16 years in a row.

WHO WE NEED:

Lead a team of CS Supervisors and team members in the execution of their work, assisting with escalations, new process design, results tracking, and both the modeling and enforcement of our team standards. Additionally, take on several projects and OKRs per quarter to improve the effectiveness of the CS department. Partner with the Director, CS in developing the strategy for our department moving forward. Your role is absolutely critical to keep the CS team progressing toward our collective goals.

Experience & Knowledge

Years of Experience: 4+ years in Customer Success with 2+ years in leadership
Deep understanding of SaaS business models and subscription economics
Experience developing CS playbooks and standardized processes
Proficiency with CS platforms (Gainsight) and data analysis

Leadership Abilities

Demonstrated ability to coach team members and develop highly effective teams
Experience developing and implementing customer success strategies
Ability to adapt proven customer success strategies to our organization, customer base, and team
Strong analytical skills using data to drive decision-making
Ability to collaborate effectively with other departments to achieve common goals
Experience effectively cascading organizational objectives to a team and laddering team inputs to upper management.

Customer-Centric Skills

Proven ability to solve complex customer problems resulting in expanded relationships
Track record of turning at-risk accounts into advocates
Experience implementing voice-of-customer programs
Ability to drive a customer Champion program
Understanding of what constitutes an ideal customer profile

Bonus / Preferred Qualifications:

Education [Preferred]: Bachelor’s Degree in a relevant field
Extremely data-driven
Able to lead other people leaders and coach them effectively

WHAT YOU’LL DO:

Department Health:

Ensure standards are upheld and department monthly / quarterly / annual goals are achieved
Utilize data and analytical tools to validate customer desired outcomes
Drive department and individual renewal rate goal attainment through proactive reporting and coaching Supervisors and individual team members
Utilize, fine-tune, and update tools necessary to accurately predict possible churn or at-risk customers
Cascade department priorities and monitor team follow through
Escalate serious risks or process issues to the Director, CS
Help the department clearly understand their priorities

Team Management

Actively drive the highest levels of performance and professional growth within your teams
Maintain momentum in developing the onboarding, training, and continuous learning initiatives within the department
Stay closely aligned with team sentiment and morale, escalating or intervening as needed
Use annual performance reviews and other feedback tools to help your employees reach their full potential
Actively promote our values and a culture of continuous improvement, recognition, and outstanding products and services
Provide candid input on competency, skill, and responsibility assessments for all of your employees
Support employee’s growth plans with steady partnership and consistent encouragement
Serve as a secondary escalation point (after Supervisor) for customer risk resolution

Strategic Improvement

Support company vision by practicing and coaching habits for success with objective setting and achievement
Model good habits of objective creation, check-in, and striving for outstanding results
Work with the Director, CS to set annual and quarterly objectives that support and drive the company vision
Partner with the Director, CS in completing annual and quarterly OKR’s and process improvement projects
Partner with the Supervisors on L10 IDS actions and prioritized Sprint activities with the goal of creating a culture of continuous improvement and up-to-date resolutions of team / customer pain points

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 hybrid remote
Medical and Dental Premiums
On-site amenities include a 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

Manager, Customer Success at Heavy Construction Systems Specialists, LLC – Sugar Land, Texas

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