Customer Success Manager

The Customer Success Manager is a key member of our Go to Market organization responsible for educating and empowering our SMB customers to realize value through their partnership with Dodge. 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.

This is a full-time position and reports directly to the Manager, Customer Success.

Preferred Location

This is a remote, home-office role and candidates can be located anywhere in the continental United States

Travel Requirements

Travel is less than 10% of the time and may be occasionally required for GTM or team meetings

Essential Functions

• Responsible for building and maintaining strong relationships with new and existing clients to understand their needs, provide support and ensure customer satisfaction
• Execute successful customer engagement program through the customer journey with intentional outbound touchpoints using customer health indicators and other support tools and confirmation of Graduation Criteria to increase customer adoption, engagement, and time-to-value
• Develop relationships with customers to uncover potential risk and overcome objections by reinforcing the value of the products they have purchased by using customer analytics and regular review of their accounts
• Serve as the primary point of contact for clients, addressing their inquiries, resolving issues and drive value
• Wholly own the customer experience by acting as a client advocate within the organization, ensuring that client feedback, concerns, and needs are communicated effectively to relevant departments for prompt resolution and product improvements
• Develop and execute strategic account plans for the customer, focusing on objectives, tactics and timeliness to maximize growth and retention
• Contact and secure upcoming renewals at least 120 days in advance of maturity date
• 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
• Ensure that you take advantage of and apply all job, product, and industry-related training opportunities 
• Educate and empower clients to take full advantage of product features and updates, guiding them through transitions and helping them integrate changes into their daily operations
• Leverage data and insights to identify adoption gaps and deliver targeted training, resources, or recommendations to improve engagement and retention

Education Requirement

• High School Diploma or GED
• Bachelor's degree and/or combination of equivalent work experience preferred

Required Experience, Knowledge and Skills

• 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 construction industry knowledge
• Technical skills
• Superior personal integrity and ownership of outcomes                                                                            
• Exceptional communication s