Remote SaaS Customer Success & Engagement Lead

Dodge Construction Network; Phoenix (AZ); Remote; USD 60,000 - 80,000; Full time

Job summary

Dodge Construction Network is seeking a Customer Engagement Manager to support its SMB client base, including subcontractors and general contractors. You will drive proactive outreach, guidance, and best-practice recommendations to help customers realize value from the Dodge partnership.

The role is fully remote within the continental United States, with travel under 10%. You will report to the Manager, Customer Success and work to boost adoption, retention, and long-term partnerships across our

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.

Responsibilities

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

Skills

Sales experience

Account management

Customer support

SaaS familiarity

Microsoft Office

Communication skills

Relationship building

Coaching customers

Bilingual English/Spanish

Education

Bachelor's degree

Tools

CRM systems

Order management

Job description

Dodge Construction Network is seeking a Customer Engagement Manager to support its SMB client base, including subcontractors and general contractors. You will drive proactive outreach, guidance, and best-practice recommendations to help customers realize value from the Dodge partnership.

The role is fully remote within the continental United States, with travel under 10%. You will report to the Manager, Customer Success and work to boost adoption, retention, and long-term partnerships across our