HCSS · 1 day ago
Enterprise Customer Success Manager
Sugar Land, TX
Full-time
Hybrid
Mid, Senior LevelHCSS is a leader in the construction software space, dedicated to helping customers achieve excellence through customer-centric solutions. The Enterprise Customer Success Manager will manage strategic renewals and account risk for high-value customers, ensuring optimal software adoption and timely contract execution.
AssociationConsultingGovernmentInformation TechnologyLegal
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
Qualification
Required
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
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
Benefits
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!
Company
HCSS
Offer its customers strategic decision support and advice in areas related to international and national defence and security.
Founded in 2007
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Steve McGough
President & CEO
Audrey Pham
Lead TA Partner
Recent News
2025-10-04
Tech Funding News
2025-08-21
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2025-03-01
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