Customer Success Manager

The Customer Success Manager is a key member of our Go to Market organization responsible for educating and empowering our new SMB customers to realize value through their partnership with Dodge through their first-year renewal. The Customer Success Manager supports the end-to-end customer experience through proactive outreach and solution-oriented approaches providing value-based data, best practices, and insights to customers to improve the customer experience and retention.

This is a full-time position and reports directly to the Manager, Customer Success.

Preferred Location

This is a remote, home-office role and candidates can be located anywhere in the continental United States.

Travel Requirements

Travel is less than 10% of the time and may be occasionally required for GTM or team meetings.

Essential Functions

• Execute successful onboarding program with new customers - including confirmation of Graduation Criteria to increase customer adoption, engagement, and time-to-value
• Build and maintain strong relationships with first-year customers to understand their needs, provide support and ensure customer satisfaction
• Drive ongoing customer engagement through customer journey with intentional outbound touchpoints using customer health indicators and other support tools
• Develop relationships with customers to uncover potential risk and overcome objections by reinforcing the value of the products they have purchased
• Serve as the primary point of contact for customers, addressing their inquiries, resolving issues and driving value by using customer analytics and regular review of their accounts
• Act as a customer advocate within the organization, ensuring that customer feedback, concerns, and needs are communicated effectively to relevant departments for prompt resolution and product improvements - wholly own the customer experience
• Develop and execute strategic account plans for customer, focusing on objectives, tactics and timeliness to maximize growth and retention
• Contact and secure upcoming renewals at least 120 days in advance of maturity date
• Provide training and support to customers on using products or services effectively, utilizing methods such as product demonstrations, training sessions and/or assistance in creating and updating their profile or saved searches
• Attain all KPIs designed to improve first-year account retention, including contact rate, churn, and renewal and retention ratios
• Follow SOPs for all account interactions within standard CRM systems and other tools
• Stay up to date of job, product, and industry-related training opportunities
• Educate and empower clients to take full advantage of product features and updates, guiding them through transitions and helping them integrate changes into their daily operations
• Leverage data and insights to identify adoption gaps and deliver targeted training, resources, or recommendations to improve engagement and retention

Key Metrics for Success

Onboarding Success Rate: Successful Graduation Rate, Time to First Call, and Time to Value

Engagement Metrics: Client usage rates and engagement with key platform features during the first year

First-Year Retention: Percentage of clients retained through their first renewal

Renewal Rate: Percentage of clients renewing within their first year

Education Requirement

• High School Diploma or GED
• Bachelor's degree and/or combination of equivalent work experience preferred

Required Experience, Knowledge and Skills

• 2+ years of relevant sales, account management, or support experience supporting SaaS based software
• Proficiency in desktop software programs (Word, Excel, PowerPoint)
• Ability to learn SaaS products
• Basic construction industry knowledge or ability to learn construction industry knowledge
• Technical skills
• Superior personal integrity and ownership of outcomes
• Exceptional communication skills
• Relationship building and client-centric skills
• Ability to coach customers on best practices and uncover pain and solution
• Empathetic small business growth mindset to identify meaningful opportunities for customers benefit
• SKILLS: Communication/Interpersonal, team building, growth mindset, conflict resolution, organization, coaching/mentoring, effective writing and presentation, problem solving, storytelling, decision making and time management, strategic planning, and critical thinking

Preferred Experience, Knowledge and Skills

• Working in a SaaS based environment
• Previous CRM or order management experience

About Dodge Construction Network

Dodge Construction Network exists to deliver the comprehensive data and connections the construction industry needs to build thriving communities. Our legacy is deeply rooted in empowering our customers with transformative insights, igniting their journey towards unparalleled business expansion and success. We serve decision-makers who seek reliable growth and who value relationships built on trust and quality. By combining our proprietary data with cutting-edge software, we deliver to our customers the essential intelligence needed to excel within their respective landscapes. We propel the construction industry forward by transforming data into tangible guidance, driving unparalleled advancement.

Dodge is the catalyst for modern construction.

Salary Disclosure

Base Salary range: $50,000-$65,000 + monthly variable

This represents the expected salary range for this job requisition. Final offers may vary from the amount listed based on factors including geography, candidate experience and expertise, and other job-related factors. Dodge Construction Network’s compensation and rewards package for full time roles includes a market competitive salary, comprehensive benefits, and, for applicable roles, uncapped commissions plans or an annual discretionary performance bonus.

For this role, we are only considering candidates who are legally authorized to work in the United States and who do not now or in the future require sponsorship for employment visa status.

A background check is required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job and consistent with all federal state and local ordinances.

Reasonable Accommodation

Dodge Construction Network is committed to recruiting, hiring, and promoting people with disabilities. If you need an accommodation or assistance completing the online application, please email [email protected].

Equal Employment Opportunity Statement

Dodge Construction Network is an Equal Opportunity Employer. We are committed to leveraging the talent of a diverse workforce to create great opportunities for our business and our people. All employment decisions shall be based on merit, qualifications, and business needs without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, pregnancy, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

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