Customer Engagement Manager

Dodge Construction Network; United States; Remote; USD 54,000 - 66,000; Full time

Job summary

Dodge Construction Network seeks a Customer Engagement Manager to support its SMB customers, including subcontractors, general contractors, architects and engineers. You will drive adoption of our product suite through proactive outreach and best-practice guidance, building lasting partnerships to improve retention.

Reporting to the Manager, Customer Success, this remote role is nationwide in the continental United States, with travel under 10% for GTM or team meetings.

Qualifications

• 2+ years of experience in sales, account management, or customer support for SaaS-based software.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint).
• Ability to quickly learn and apply SaaS products.
• Basic knowledge of the construction industry, or ability to learn quickly.
• Strong personal integrity and accountability for outcomes.
• Excellent written and verbal communication skills.
• Strong relationship-building and customer-focused approach.
• Ability to coach customers on best practices and identify pain points and solutions.
• Empathetic mindset with a focus on supporting small business growth and customer success.

Responsibilities

• Build and maintain strong client relationships, understand needs, uncover risk and growth opportunities, and ensure customer satisfaction.
• Execute a customer engagement program through the customer journey with outbound touchpoints and health indicators.
• Provide training and support to clients on using products or services effectively, including demos and profile/search assistance.
• Meet KPIs to improve account retention: contact rate, churn, renewal, and retention ratios.
• Follow SOPs for all account interactions in CRM systems and other tools.

Skills

SaaS sales

Account management

Customer support

CRM proficiency

Microsoft Office

Communication skills

Relationship building

Bilingual English/Spanish

Education

Bachelor's degree

Tools

CRM systems

Order management systems

Job description

The Customer Engagement Manager is a key member of our Go-To-Market organization, focused on supporting and empowering our SMB customer base—serving primarily subcontractors, general contractors, architects and engineers. In this role, you will help customers successfully engage with and realize value from their partnership with Dodge by providing proactive outreach, practical guidance, and best-practice recommendations. By leveraging data, insights, and customer conversations, you will help improve adoption within our product suite and build long-term, successful partnerships to drive 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

• Responsible for building and maintaining strong relationships with new and existing clients to understand their needs, provide support, uncover risk and growth opportunities and ensure customer satisfaction
• Execute successful customer engagement program through customer journey with intentional outbound touchpoints using customer health indicators and other support tools
• Provide training and support to clients on using products or services effectively. This could include product demonstrations, training sessions and or assistance in creating and updating their profile or saved searches
• Attain all KPIs designed to improve account retention, including contact rate, churn, and renewal and retention ratios
• Follow SOPs for all account interactions within standard CRM systems and other tools

Key Metrics for Success

• First-Year Retention Rate: Percentage of clients retained through their first renewal date
• Renewal Rate: Percentage of clients renewing beyond their first year
• Engagement Metrics: Client usage rates and engagement with key platform features during the first year

Education Requirement

Bachelor's degree and/or combination of equivalent work experiencepreferred.

Required Experience, Knowledge and Skills

• 2+ years of experience in sales, account management, or customer support for SaaS-based software
• Proficiency in Microsoft Office (Word, Excel, PowerPoint)
• Ability to quickly learn and apply SaaS products
• Basic knowledge of the construction industry, or the ability to learn it quickly
• Strong personal integrity and accountability for outcomes
• Excellent written and verbal communication skills
• Strong relationship-building and customer-focused approach
• Ability to coach customers on best practices and identify pain points and solutions
• Empathetic mindset with a focus on supporting small business growth and customer success

Preferred Experience, Knowledge, and Skills

• Experience working in a SaaS environment
• Experience with CRM or order management systems
• Bilingual (English/Spanish)

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

$60,000 + uncapped variable bonus

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 thefuture 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 [e-mail].

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.