Customer Success Manager

2 weeks, 3 days ago
Full-time
Junior
Customer and Technical Support
Dodge Construction Network

Dodge Construction Network

Dodge Construction Network combines five trusted brands to provide timely and accurate construction information, empowering businesses to find new jobs, make bids, and optimize sales strategies for growth.

Construction & Engineering
251-1K
Founded 2021

Description

  • Execute the onboarding program for new customers and confirm graduation criteria to drive 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 proactive customer engagement through outbound touchpoints, customer health indicators, and support tools.
  • Serve as the primary point of contact for customer inquiries, issue resolution, and account reviews.
  • Use customer analytics and regular account reviews to identify risk, reinforce value, and improve retention.
  • Act as a customer advocate by communicating feedback, concerns, and needs to internal teams for resolution and product improvement.
  • Develop and execute strategic account plans focused on objectives, tactics, timelines, growth, and retention.
  • Contact and secure renewals at least 120 days before the maturity date.
  • Provide training and support through product demonstrations, training sessions, and help with customer profiles or saved searches.
  • Track and achieve key performance metrics related to onboarding success, engagement, retention, and renewal.
  • Follow SOPs and maintain accurate records in CRM systems and other account management tools.
  • Leverage data to identify adoption gaps and deliver targeted recommendations, resources, and training.

Requirements

  • High school diploma or GED required.
  • Bachelor's degree or equivalent work experience preferred.
  • 2+ years of relevant sales, account management, or support experience supporting SaaS-based software.
  • Ability to learn SaaS products quickly.
  • Basic construction industry knowledge, or the ability to learn construction industry knowledge.
  • Proficiency with desktop software such as Word, Excel, and PowerPoint.
  • Previous CRM or order management experience preferred.
  • Strong communication, interpersonal, and presentation skills.
  • Demonstrated relationship-building, coaching, problem-solving, and client-centric skills.
  • High personal integrity, ownership of outcomes, strategic planning, and critical thinking.
  • Legally authorized to work in the United States without current or future sponsorship.
  • Ability to travel less than 10% of the time, with occasional travel for GTM or team meetings.

Benefits

  • Remote, home-office role available anywhere in the continental United States.
  • Base salary range of $50,000 to $65,000 plus monthly variable compensation.
  • Comprehensive benefits package.
  • Potential for uncapped commission plans or an annual discretionary performance bonus for applicable roles.
  • Opportunity to work in a full-time position with a market-competitive compensation structure.

Interested in this position?

Apply directly on the company website

Apply Now

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