Jobs and Careers

Customer Success Manager

United States, United StatesRemotefull_timeVerifiedPosted 31 Jan 2025

💰 $65,000/yr($50,000/yr – $65,000/yr)

About the role

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. 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 RequirementsTravel is less than 10% of the time and may be occasionally required for GTM or team meetings. Essential Functions

Execute successful onboarding program with new customers - including confirmation of Graduation Criteria to increase customer adoption, engagement, and time-to-value
Build and maintain strong relationships with first-year customers to understand their needs, provide support and ensure customer satisfaction
Drive ongoing customer engagement 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
Serve as the primary point of contact for customers, addressing their inquiries, resolving issues and driving value by using customer analytics and regular review of their accounts
Act as a customer advocate within the organization, ensuring that customer feedback, concerns, and needs are communicated effectively to relevant departments for prompt resolution and product improvements - wholly own the customer experience
Develop and execute strategic account plans for 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 customers on using products or services effectively, utilizing methods such as product demonstrations, training sessions and/or assistance in creating and updating their profile or saved searches
Attain all KPIs designed to improve first-year account retention, including contact rate, churn, and renewal and retention ratios
Follow SOPs for all account interactions within standard CRM systems and other tools
Stay up to date of 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