Remote SMB Customer Success Manager

Dodge Construction Network; Madison (WI); A distancia; USD 54.000 - 66.000; Jornada completa

Descripción de la vacante

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

This remote, full-time role reports to the Manager, Customer Success and requires 2+ years in SaaS sales or account management, strong relationship skills, and the

Formación

• 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.

Responsabilidades

• 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 intentional outbound touchpoints using customer health indicators and other support tools.
• Provide training and support to clients on using products or services effectively, including demonstrations and training sessions.
• Achieve KPIs designed to improve account retention, including contact rate, churn, and renewal and retention ratios.
• Follow SOPs for all account interactions within CRM systems and other tools.

Conocimientos

SaaS sales

Account management

Customer support

Communication skills

CRM usage

Relationship building

Coaching customers

Empathy

Educación

Bachelor's degree

Herramientas

Microsoft Office

Descripción del empleo

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

This remote, full-time role reports to the Manager, Customer Success and requires 2+ years in SaaS sales or account management, strong relationship skills, and the