Remote SMB SaaS Customer Engagement Manager

Dodge Construction Network; Olympia (WA); Remote; USD 54,000 - 66,000; Full time

Job summary

Dodge Construction Network is seeking a Customer Engagement Manager to support our SMB client base, primarily subcontractors, general contractors, architects, and engineers. This remote, home-office role reports to the Manager, Customer Success and aims to improve adoption across our product suite while driving retention.

The position requires 2+ years in SaaS sales or account management, strong communication, and the ability to coach customers on best practices.

Qualifications

• 2+ years in sales, account management, or customer support for SaaS
• 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 to understand needs, provide support, uncover risk and growth opportunities, and ensure customer satisfaction
• Execute successful customer engagement programs through customer journeys with intentional outbound touchpoints using health indicators and support tools
• Provide training and support to clients on using products or services effectively, including product demonstrations and helping update profiles or saved searches
• Achieve KPIs to improve account retention, including contact rate, churn, and renewal/retention ratios
• Follow SOPs for all account interactions within standard CRM systems and other tools

Skills

SaaS sales

Account management

Communication skills

Relationship building

Problem solving

Empathy

Bilingual (English/Spanish)

Education

Bachelor's degree

Tools

CRM systems

Microsoft Office

Job description

Dodge Construction Network is seeking a Customer Engagement Manager to support our SMB client base, primarily subcontractors, general contractors, architects, and engineers. This remote, home-office role reports to the Manager, Customer Success and aims to improve adoption across our product suite while driving retention.

The position requires 2+ years in SaaS sales or account management, strong communication, and the ability to coach customers on best practices.