Remote SMB SaaS Customer Engagement Manager

Dodge Construction Network; Trenton (NJ); 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. The role emphasizes proactive outreach, guidance, and best-practice recommendations to improve adoption across our product suite.

This is a remote, home-office role within the continental United States. You will manage the customer journey, track key metrics like first-year retention and renewal rates, and work to achieve

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 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. This could include product demonstrations, training sessions and or assistance in creating and updating their profile or saved searches
• 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

SaaS sales

Account management

Customer support

Microsoft Office

SaaS product knowledge

Construction industry knowledge

Communication skills

Relationship building

Customer coaching

Empathetic mindset

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 client base, primarily subcontractors, general contractors, architects and engineers. The role emphasizes proactive outreach, guidance, and best-practice recommendations to improve adoption across our product suite.

This is a remote, home-office role within the continental United States. You will manage the customer journey, track key metrics like first-year retention and renewal rates, and work to achieve