Customer Success Manager (SMB)

ConstructConnect; Cincinnati (OH); Hybrid; USD 65,000 - 90,000; Full time

Job summary

ConstructConnect is seeking a Customer Success Manager to nurture ongoing relationships with customers after purchase. You will drive product adoption, lead upsell and retention efforts, and partner with onboarding and success teams to ensure renewals.

The role supports a hybrid schedule with in-office Tuesdays and Wednesdays, and requires residency in the United States. You will analyze account health, coordinate demonstrations, and respond promptly to customer inquiries to maximize

Qualifications

• Bachelor’s degree or equivalent with relevant experience.
• Experience in account management or sales roles.
• Demonstrated ability to drive upsell and retention.

Responsibilities

• Serve as main contact and trusted advisor to customer accounts.
• Grow revenue through upsell and cross-sell activities.
• Maintain uplift and retention rates.
• Onboard customers and mitigate churn in collaboration with specialists.
• Demonstrate products with demos via engineers.
• Respond to customer inquiries and escalate when needed.

Skills

Account management experience

Sales experience

Upsell/cross-sell

Retention strategy

Education

Bachelor’s degree + 2 years experience

Associate degree + 3 years experience

HS Diploma + 5 years experience

2 years of quota-carrying ConstructConnect role

Job description

Overview

This position sits within our Customer Success division which is responsible for supporting our customers at every interaction through technical support and training to create consistent high levels of customer satisfaction.

The Opportunity

The Customer Success Manager is responsible for maintaining ongoing relationships with customers after the initial purchase of ConstructConnect products. The Customer Success Manager will drive adoption, upsell/cross-sell, and retention within assigned customer accounts. Qualified candidates will work on a hybrid basis every Tuesday and Wednesday each week and live near either the Cincinnati or Atlanta office.

Responsibilities

What You’ll Be Doing

• Serve as the main point of contact and trusted advisory to customer accounts within Contractor – SMB segment.
• Grow revenue through marketing driven and self-generated upsell and cross-sell lead generation activities.
• Maintain established uplift and retention rates.
• Acquire a working knowledge of ConstructConnect products, contractors’ workflows, industry trends, and competitive offerings.
• Implement customer engagement strategy including outbound communication schedule, feedback, and renewal strategies with all assigned accounts.
• Provide demonstrations of ConstructConnect products through the use of demo engineers, as well as provide on-the-fly demonstrations as needed.
• Partner with Onboarding Specialist and Customer Success Specialist to onboard customers and mitigate defaults and churn.
• Solicit feedback from customers to enhance the customer experience.
• Receive and respond to calls, tasks, and emails from customers in relation to requests, questions, and escalations. Ensuring they are handled in a timely manner and resolutions are acceptable and satisfactory to the customer.
• Actively participate in feedback sessions, special projects such as migration and sunsetting, and ongoing enablement.
• This job description in no way implies that the duties listed here are the only ones that team members can be required to perform.

Qualifications

What You Bring to the Team

• Bachelor’s degree + 2 year of account management or sales experience OR associate degree and 3 years of account management or sales experience OR HS Diploma + 5 years of account management or sales experience OR 2 years of consistent at or above goals in a quota carrying ConstructConnect role.
• Perpetually exhibits the ConstructConnect values.

Physical Demands and Work Environment:

• The physical activities of this position include frequent sitting, telephone communication, and working on a computer for extended periods. Visual acuity is required to perform activities close to the eyes.
• Team members are expected to maintain a dedicated and ergonomically appropriate remote workspace.
• Team members who live within commuting distance of one of our office locations (Greater Cincinnati/Northern Kentucky or Atlanta, Georgia) are expected to work in a hybrid capacity, with regular in-office presence every Tuesday and Wednesday each week.
• All team members must reside and perform their work within the United States.

E-Verify Statement

ConstructConnect utilizes the E-Verify program with every potential new hire. This makes it possible for us to make certain that every employee who works for ConstructConnect is eligible to work in the United States. To learn more about E-Verify you can call 1-800-255-7688 or visit their website. E-Verify® is a registered trademark of the United States Department of Homeland Security.

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