Customer Success Analyst

We are HCSS. For the last 40 years, we have been developing software to help construction companies streamline their operations. Based in Sugar Land, TX, our mission 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 core of everything we do, HCSS is a pioneer and leader in the construction software space and a consistently recognized employer.

We have earned Best Companies to Work for in Texas honors for 18
consecutive years and have been named a USA Today Top Workplace. HCSS has also been recognized by Built In as a Best Place to Work in Greater Houston and by Construction Executive for our technology innovation, reflecting our strong culture, industry leadership, and commitment to excellence.

We’re looking for a Customer Success Analyst to join our team and help manage renewals and customer account growth for the “Low” customer segment, from $15k up to $100k ARR. The ultimate goal for each customer is to help them grow ARR through cross‑selling and IQL activities. The accounts in this segment have some of the highest ARR growth potential, so it’s vital to partner with the Product Adoption lead to help increase product value for all customers in this segment.

• Extensive soft‑skills essential to developing deep relationships with the core of our customer base

• Excellent SME‑level knowledge of Heavy Bid, Heavy Job, 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

• Work through customer renewals, achieving an average of 90% on time
• Escalate renewal problems or significant churn risks to your manager as they occur
• Monitor customer health via Gainsight
• Action all automated tasks in Gainsight
• Lead NPS responses for negative reviews that any customers have given us
• Serve as the main point of contact for HCSS customer accounts within an assigned territory throughout their time as an HCSS customer, and ensure that they have a smooth and easy transition between customer journey phases [Approx. 40% of your time].
• Communicate with customers during key milestones in their lifecycle with HCSS and coordinate specific activities based on their stage such as: NPS surveying, periodic health checks, annual business reviews, and 1st year onboarding.
• Respond to inbound renewal situations such as overdue unsigned renewals and churn risks, as well as complex questions about appropriate licensing levels and SaaS entitlements and bills.
• Coordinate offboarding for customers who are churning to provide a smooth experience. Gather and document details related to the root cause for the churn whenever possible for post‑mortem analysis.
• Create IQL’s (Information Qualified Lead) as needed, when customers express interest in using other products in the HCSS platform. 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
• Product Adoption activities, in partnership with the Product Adoption 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
• 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 your work is having on renewals and maintain a 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.
• F…