Remote SMB SaaS Customer Engagement Lead

Dodge Construction Network; Oklahoma City (OK); 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, including subcontractors and general contractors. You will drive adoption of our product suite, deliver proactive outreach, and guide customers to successful outcomes while building long-term partnerships.

The role is full-time, remote within the continental United States, reporting to the Manager, Customer Success, with travel under 10% for GTM meetings.

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 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.

Responsibilities

• Build and maintain strong relationships with new and existing clients; understand needs, uncover risk and growth opportunities, and ensure 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; including product demonstrations and helping create or update profiles or saved searches.
• Attain KPIs to improve account retention: contact rate, churn, renewal and retention ratios.
• Follow SOPs for all account interactions within CRM systems and other tools.

Skills

SaaS experience

Account management

Customer support

Microsoft Office

Communication

Relationship building

Coaching

Empathy

Education

Bachelor's degree

Tools

CRM systems

Order management systems

Job description

Dodge Construction Network is seeking a Customer Engagement Manager to support our SMB customer base, including subcontractors and general contractors. You will drive adoption of our product suite, deliver proactive outreach, and guide customers to successful outcomes while building long-term partnerships.

The role is full-time, remote within the continental United States, reporting to the Manager, Customer Success, with travel under 10% for GTM meetings.