Join Dodge Construction Network as a Customer Success Manager, a key role within our Go to Market organization. You will be responsible for educating and empowering our new SMB customers to realize value through their partnership with Dodge, guiding them to a successful first-year renewal. You will own the end-to-end customer experience through proactive outreach and solution-oriented support.
What You'll Do
- Execute a successful onboarding program with new customers, confirming Graduation Criteria to increase adoption, engagement, and time-to-value.
- Build and maintain strong relationships with first-year customers to understand their needs, provide support, and ensure satisfaction.
- Drive ongoing engagement through the customer journey with intentional outbound touchpoints using health indicators.
- Develop relationships to uncover potential risk and overcome objections by reinforcing product value.
- Serve as the primary point of contact, addressing inquiries, resolving issues, and driving value using customer analytics and account reviews.
- Act as a customer advocate, ensuring feedback and needs are communicated to relevant departments for resolution and product improvements.
- Develop and execute strategic account plans focused on objectives and timeliness to maximize growth and retention.
- Contact and secure upcoming renewals at least 120 days in advance.
- Provide training and support through product demonstrations, training sessions, and assistance with profiles or saved searches.
- Attain KPIs for first-year account retention, including contact rate, churn, and renewal ratios.
- Follow SOPs for all account interactions within standard CRM systems.
- Stay up to date on job, product, and industry-related training.
- Educate clients on product features and updates, guiding them through transitions and daily integration.
- Leverage data to identify adoption gaps and deliver targeted training or recommendations.
What We're Looking For
- High School Diploma or GED.
- 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 it.
- 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 points and solutions.
- Empathetic small business growth mindset to identify meaningful opportunities for customers.
- 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.
Nice to Have
- Bachelor's degree and/or combination of equivalent work experience.
- Experience working in a SaaS based environment.
- Previous CRM or order management experience.
Technical Stack
- SaaS products
- CRM systems
- Desktop software programs (Word, Excel, PowerPoint)
Team & Environment
You will report directly to the Manager, Customer Success and be part of the Go to Market organization.
Benefits & Compensation
- Market competitive salary
- Comprehensive benefits
- Uncapped commission plans or an annual discretionary performance bonus for applicable roles
- Compensation: $50,000-$65,000 + monthly variable
Work Mode
This is a remote position open to candidates in the Continental United States.
Dodge Construction Network is an Equal Opportunity Employer. All employment decisions are 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.
