Remote Customer Success & Engagement Lead

Dodge Construction Network; Helena (MT); Remote; USD 60,000 - 90,000; Full time

Job summary

Dodge Construction Network is seeking a Customer Engagement Manager to support our SMB customer base, primarily subcontractors, general contractors, architects and engineers. You will provide proactive outreach, guidance, and best-practice recommendations to help customers realize value from their partnership with Dodge.

This full-time remote role reports to the Manager, Customer Success and focuses on improving adoption, retention and long-term partnerships through data-informed engagement and

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 the ability to learn it quickly.
• Strong relationship-building and customer-focused approach.

Responsibilities

• Build and maintain 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, including product demonstrations and training sessions.
• 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.

Skills

Sales experience

Account management

Customer support

SaaS knowledge

CRM proficiency

Communication skills

Construction industry knowledge

Education

Bachelor's degree

Tools

MS Office

Job description

Dodge Construction Network is seeking a Customer Engagement Manager to support our SMB customer base, primarily subcontractors, general contractors, architects and engineers. You will provide proactive outreach, guidance, and best-practice recommendations to help customers realize value from their partnership with Dodge.

This full-time remote role reports to the Manager, Customer Success and focuses on improving adoption, retention and long-term partnerships through data-informed engagement and