Customer Success Supervisor

HCSS, an innovative construction software company based in Sugar Land (southwest Houston), TX, and recognized as one of the "Best Companies to Work for in Texas" 15 years in a row is looking for a Customer Success Supervisor to join the Customer Success team.
Your role is critical to ensuring customers are maximizing the use of their software purchases and will continue to renew with us year after year. If building "raving" customer fans brings you joy, continue reading!
As a Customer Success Supervisor , you'll get to...

• Lead a team of Customer Success Analysts with a focus on driving product adoption and creating/implementing resources that support that goal

• Address and resolve escalated customer concerns that incorporate interdepartmental stakeholders
• Serve as a primary support resource and mentor to each member of your team, ensuring that they all have the full knowledge and resources needed to best support our customers and enjoy their work
• Act as a liaison between departmental leadership and front-line employees

• Facilitate the creation and documentation of playbooks and email templates within the Gainsight software
• Oversee departmental renewal process, driving ARR of over $100 million dollars
• Focus on the growth and development of individual employees within the Customer Success department

• Own quarterly objectives to improve existing processes and design new processes within the department
• Analyze existing department, team, and individual KPI's and lead reviews with your direct reports
• Formulate new KPI's to refine our measurements of account health, renewal risk, potential growth, individual performance, team performance, etc.
• Engage in process-oriented thinking and new process design and implementation

With the variety of amazing perks we offer to all employees (including 100% paid medical and dental premiums for employees, on-site wellness amenities, 401(k) company matching, and more), we recognize that no one wants to feel stagnant. Therefore we'll provide you with the resources to grow further through our continuous learning and educational advancement funds.
What are you waiting for? It's time to take charge of your career and make your impact. The sky's the limit on what you can achieve!