Senior Customer Success Manager

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

This is a full-time position and reports directly to the VP, 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
• Successfully onboard and implement new Enterprise customers, including training, confirmation of “value”, and ROI
• Execute successful customer engagement program through customer journey with intentional outbound touchpoints using customer health indicators and other support tools
• Develop relationships with customers to uncover potential risk and overcome objections by reinforcing the value of the products they have purchased using customer analytics and regular review of their accounts
• In partnership with the Account Manager, serve as a primary point of contact for end users
• Develop and execute strategic account plans for customer adoption and engagement, focusing on objectives, tactics and timeliness to maximize growth and retention
• 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
• Provide training and support to clients on using products or services effectively to 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
• Be curious about the construction industry and stay on top of economic and industry trends

Education Requirement

Bachelor's degree and/or combination of equivalent work experience preferred

Required Experience, Knowledge and Skills

• 4+ 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