Customer Success Manager - Remote

Overview

The Customer Success Manager is a key member of our Go to Market organization responsible for educating and empowering our new SMB customers to realize value through their partnership with Dodge through their first-year renewal. The Customer Success Manager supports the end-to-end customer experience through proactive outreach and solution-oriented approaches providing value-based data, best practices, and insights to customers to improve the customer experience and retention.

In Short

• Execute successful onboarding program with new customers.
• Build and maintain strong relationships with first-year customers to understand their needs.
• Drive ongoing customer engagement through customer journey with intentional outbound touchpoints.
• Develop relationships with customers to uncover potential risk and overcome objections.
• Serve as the primary point of contact for customers, addressing inquiries and resolving issues.
• Act as a customer advocate within the organization.
• Develop and execute strategic account plans for customer retention.
• Contact and secure upcoming renewals at least 120 days in advance.
• Provide training and support to customers on using products effectively.
• Leverage data and insights to identify adoption gaps and deliver targeted training.

Requirements

• 2+ years of relevant sales, account management, or support experience.
• Proficiency in desktop software programs (Word, Excel, PowerPoint).
• Ability to learn SaaS products.
• Basic construction industry knowledge or ability to learn.
• Exceptional communication skills.
• Relationship building and client-centric skills.
• Ability to coach customers on best practices.
• Empathetic small business growth mindset.

Benefits

• Market competitive salary.
• Comprehensive benefits package.
• Uncapped commissions plans or annual discretionary performance bonus.
• Opportunity for professional growth.