Customer Success Manager

Lensa; City of Albany (NY); Remote; USD 50,000 - 65,000; Full time

Job summary

An established industry player is seeking a dynamic Business Development Manager to enhance customer success and retention. In this fully remote role, you will be pivotal in onboarding new clients, fostering relationships, and ensuring they derive maximum value from their partnership. Your expertise in SaaS and strong communication skills will empower you to address customer needs effectively and drive engagement. This role offers a unique opportunity to contribute to a transformative organization dedicated to delivering impactful solutions in the construction industry. If you're passionate about customer success and thrive in a remote environment, this position is perfect for you.

Benefits

Comprehensive Benefits

Monthly Variable Compensation

Performance Bonus

Flexible Work Environment

Qualifications

• 2+ years in sales or account management, preferably in SaaS.
• Strong communication and relationship-building skills are essential.

Responsibilities

• Onboard new customers and ensure satisfaction and engagement.
• Drive customer retention through proactive outreach and support.
• Act as the primary contact for customers, addressing inquiries.

Skills

Sales Experience

Account Management

SaaS Knowledge

Communication Skills

Client-Centric Skills

Technical Skills

Relationship Building

Coaching Skills

Empathy

Education

High School Diploma or GED

Bachelor's Degree (preferred)

Tools

CRM Systems

Desktop Software (Word, Excel, PowerPoint)

Job description

Fully Remote Business Development Manager

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AO Globe Life: Getty

Entry Level Business Development Manager (Fully Remote)

Remote

Location: Remote, United States

Description

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

1. Execute successful onboarding program with new customers - including confirmation of Graduation Criteria to increase customer adoption, engagement, and time-to-value.
2. Build and maintain strong relationships with first-year customers to understand their needs, provide support, and ensure customer satisfaction.
3. Drive ongoing customer engagement through customer journey with intentional outbound touchpoints using customer health indicators and other support tools.
4. Develop relationships with customers to uncover potential risk and overcome objections by reinforcing the value of the products they have purchased.
5. 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.
6. 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.
7. Develop and execute strategic account plans for customer, focusing on objectives, tactics, and timeliness to maximize growth and retention.
8. Contact and secure upcoming renewals at least 120 days in advance of maturity date.
9. 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.
10. Attain all KPIs designed to improve first-year account retention, including contact rate, churn, and renewal and retention ratios.
11. Follow SOPs for all account interactions within standard CRM systems and other tools.
12. Stay up to date on job, product, and industry-related training opportunities.
13. 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.
14. Leverage data and insights to identify adoption gaps and deliver targeted training, resources, or recommendations to improve engagement and retention.

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 solutions.
• Empathetic small business growth mindset to identify meaningful opportunities for customers' benefit.

Preferred Experience, Knowledge, and Skills

• Previous CRM or order management experience.
• Bilingual English/Spanish is a huge plus!

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 [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.