Customer Success Operations Manager

Customer Success Operations Manager - 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 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 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:
The Customer Success Operations Manager will be critical in optimizing our customer success processes and ensuring a seamless customer experience. This role involves working closely with the Customer Success team to analyze data, independently develop and implement operational strategies, and support our customer base's overall growth and retention.

Qualifications: 

• Strong background in Customer Success operations
• Reviewable Github contributions that show a demonstrated proficiency in SQL
• Ability to identify gaps in reporting, processes, practices, and workflows
• Strong ability to implement processes to improve efficiency and create scalability
• Natural curiosity about how things work and innate ability to identify causes and outcomes
• Ability to efficiently create and update Power BI dashboards on the front and back end. 
• Ability to configure and develop for the Gainsight Customer Success platform
• Ability to work with various data storage methodologies
• Ability to build and optimize data flows between core business systems, including: 
  • SQL, S3, and other Data Storage tools
  • Salesforce
  • Gainsight
  • Power BI or Tableau

Additional Attributes: 

• Self-starter
• High level of curiosity 
• Highly competitive and intrinsically motivated to win
• Agile approach, can proactively fill the working week with projects from a queue
• Excellent written and verbal communication skills with technical, non-technical, executive, and non-executive audiences

WHAT YOU’LL DO:
The Customer Success Operations Manager will own the processes that the Customer Success department uses to prioritize work with specific customers, accurately identify at-risk accounts, and quantitatively measure the value of specific workflows and actions regarding improved renewal rates, product adoption, and customer goal attainment. 

Operational Support:

• Assist the Customer Success team with day-to-day operational tasks and projects.
• Develop and maintain customer success workflows, processes, and documentation.
• Coordinate cross-functional initiatives to improve customer experience and satisfaction.
• Identify, procure, and implement tools and solutions that increase the efficiency of the team.

Data Analysis and Reporting:

• Collect, analyze, and report on customer success metrics and key performance indicators (KPIs).
• Identify trends and insights to inform decision-making and strategic planning.
• Create and maintain dashboards and reports to track customer success performance.

Customer Onboarding and Engagement:

• Support the onboarding process for new customers, ensuring a smooth transition and setup.
• Monitor customer engagement and usage patterns to identify opportunities for proactive support.
• Develop and execute customer success programs and initiatives to enhance customer satisfaction and loyalty.

Process Improvement:

• Continuously evaluate and improve customer success processes and tools.
• Consistently investigates an issue, analyzes data to find a solution, develops a planned solution, wins buy-in from the team, and implements the solution independently
• Collaborate with the Customer Success team to identify areas for operational efficiency and implement best practices.
• Drive the adoption of customer success software and technology solutions.

Customer Feedback and Advocacy:

• Gather and analyze customer feedback to identify pain points and areas for improvement.
• Act as a customer advocate within the organization, ensuring customer needs and concerns are addressed.
• Collaborate with Product and Engineering teams to communicate customer feedback and influence product development.

FIRST-YEAR OVERVIEW: 

Immediate (0-1 Months)

• Understanding the existing data sources flows, and interdependencies. 

Short Term (1-3 Months)

• Automate reporting and data analysis, which department leadership currently does manually.
  • Board of Directors data reporting (monthly)
  • Internal executive leadership data reporting (weekly, monthly, quarterly)
• Help department leadership understand our current reporting blind spots or weaknesses and close these gaps. 
• Refactor existing reporting, mainly the SQL backend, to improve scalability and system performance. 

Medium Term (3-9 Months)

• Focus our reporting on measuring the effectiveness of proactive workflows within the department so that these can be improved more quickly. 
• Provide specific guidance and insights to department leadership based on data analysis. 

Long Term (9+ Months)

• For each department, KPIs are listed below, and the analysis and quantitative understanding of which actions and factors move the needle the most are needed. Make recommendations to department leadership based on this analysis.
  • Gross Renewal %
  • Customer Health
  • Customer Executive Engagement
  • Customer Goals and Outcomes
  • Product Usage and Adoption

BENEFITS & PERKS:
Our mission statement is to provide a great life for our employees. We believe happy employees make for a better company, so we care for them. Here are a few of the perks we offer:

• Flexibility for you to work in-office, remote or hybrid.
• 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!