Customer Success Business Analyst Lead

6 days ago


Sugar Land, Texas, United States HCSS Employer, Inc. Full time

We are seeking a Customer Success Business Analyst Lead to join our team at HCSS Employer, Inc. in Sugar Land, TX.

The estimated annual salary for this role is $80,000 - $110,000 depending on experience and qualifications.

Job Description

This is an exciting opportunity to work with our customers to ensure their success with our innovative solutions for the construction industry. As a Customer Success Business Analyst Lead, you will be responsible for managing renewals and customer account growth for the 'Low' customer segment.

Daily Activities:

  • Work through customer renewals, aiming to switch as many customers as possible to auto-renewing contracts.
  • Evaluate renewal expectations, identifying potential issues and escalating concerns to your manager and Director, CS.
  • Monitor customer health via Gainsight, taking proactive actions to mitigate churn risks.
  • Action automated CTA's, ensuring timely communication with customers.
  • Lead NPS responses for negative reviews, providing exceptional customer service.

Weekly Activities:

  • Create IQL's as needed, responding to customer interest in using other products from the HCSS family.
  • Develop a handoff process, ensuring seamless transitions of customer accounts within two weeks.
  • Participate in product adoption activities, partnering with the Product Adoption lead to increase product value for customers.
  • Take proactive steps to help customers realize more value from their investment in HCSS' products.

Monthly Activities:

  • Recommend automation ideas to improve customer churn risk prediction and reduce manual tasks.
  • Identify process improvements, sharing insights with your manager.
  • Review the 'Renewals Overview by CSM' dashboard to monitor renewal progress and upcoming challenges.
  • Schedule continued learning sessions/trainings to enhance job-related skills.
  • Conduct monthly GRR and Renewals review with your manager and Director, CS.
  • Follow up with full logo and product churns from 3-4 months ago to explore opportunities to win them back.

Benefits and Perks:

  • Enjoy flexibility to work in-office or hybrid settings.
  • Receive medical and dental premiums.
  • Take advantage of on-site amenities, including a basketball court, soccer field, and 200-meter track.
  • Pursue tuition reimbursement opportunities.
  • Explore other benefits and perks that support a great life for employees.


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