Enterprise Customer Success Manager

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 17 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.

Qualifications

• Proven track record managing large strategic accounts ($300k ARR) with demonstrable results in resolving complex renewal risks
• Advanced communication skills with experience presenting to senior-level stakeholders
• Strong project management and cross-functional collaboration experience
  
  

Preferred Qualifications

• Demonstrated ability to resolve complex technical and business challenges
• Deep expertise in HCSS products and construction industry with ability to consult on business process optimization
  
  

Role Responsibilities

Manage strategic renewals and lead proactive account risk management for the highest-value Enterprise customer segment ($500k ARR). Serve as a trusted advisor and cross-functional leader, driving adoption initiatives to maximize customer value, minimize Annual Recurring Revenue (ARR) loss, and ensure timely renewal execution.

Account Risk Management: Manage large Enterprise accounts ($500k ARR) representing highest value customers [approximately 75% of time]

• Build and maintain relationships with C-level and VP-level decision makers, serving as trusted advisor on construction technology optimization
• Identify account risk before it impacts the renewal or overall customer experience
• Proactively mitigate account risk by driving product adoption initiatives so that the customer is getting full value from their software
• Conduct quarterly strategic business reviews with executive sponsors, analyzing ROI metrics, usage analytics, and business impact measurement
• Lead resolution of customer technical and business risk requiring cross-departmental coordination and executive involvement
• Develop and execute multi-year account strategies aligned with customer business objectives and HCSS product roadmap
• Ensure that any down sell or churn is properly logged to enable accurate reporting for leadership
• Consistently reduce Annual Recurring Revenue (ARR) loss due to customer down sell and churn
• Provide insights to leadership on any changes, positive or negative, in the overall customer risk landscape
• When cross-sell or upsell opportunities present themselves, create IQL’s for the Enterprise AE to follow up on so that the customer’s HCSS footprint continues to grow.
  
  

Renewals Execution: Ensure that customer renewals are agreed upon and signed on time [approximately 25% of time]

• Once the Enterprise Account Executive [AE] has concluded renewals negotiations with the customer, proactively manage the final stage of the renewals process, partnering with the Enterprise AE to secure timely executed contracts
• Achieve consistent improvement in the percentage of renewals that are signed on time or early, with the goal being 100%
• Assist Customer Success leadership in generating monthly and quarterly renewals forecasts based on open customer risks, history of signing on time, history of down selling at renewal, etc.
  
  

Travel Requirements

Onsite visits with customers as needed which may span the continental United States.

Benefits & Perks

Part of our mission is to provide a great life for our employees. We believe that when our people are happy, they do their best work. Some of the benefits and perks we offer include:

• Flexible hybrid schedule
• Medical, dental, and vision coverage with company-paid and employee-paid options
• Paid holidays, sick days, and personal time off
• Employee Resource Groups (ERGs) that foster connection and inclusion
• On-site amenities including a covered basketball court, soccer field, track, pickleball/tennis courts, gym, etc.
• Dog-friendly campus and WiFi-accessible courtyards
• 401(k) with a 5% company match
• Coverage for employee professional development and wellness
• And more!