Join Dodge Construction Network as a Customer Success Engagement Manager, a vital member of our Go-To-Market organization dedicated to empowering our small to medium-sized business (SMB) customers, primarily including subcontractors, general contractors, architects, and engineers. In this role, you will enhance customer engagement and help clients derive meaningful value from their partnership with Dodge through proactive outreach and expert guidance. By utilizing data, insights, and customer feedback, you'll drive adoption of our product suite, foster successful long-term partnerships, and increase customer retention. This is a full-time role reporting directly to the Manager of Customer Success. Preferred Work Arrangement This position is fully remote, and candidates can be located anywhere within the continental United States. Travel Expectations Travel is expected to be minimal, occurring less than 10% of the time, for team meetings or strategic gatherings as necessary. Key Responsibilities Develop and nurture strong relationships with both new and existing clients to understand their specific needs, provide ongoing support, and identify opportunities for growth while ensuring high levels of customer satisfaction.

Implement and execute a successful customer engagement strategy, including intentional outreach throughout the customer journey using health indicators and support tools.

Offer robust training and support to clients, including product demonstrations and assistance with optimizing their profiles for better results.

Meet and exceed key performance indicators (KPIs) aimed at improving account retention metrics such as contact rates, churn, renewal, and retention ratios.

Adhere to standard operating procedures (SOPs) for all customer interactions documented within our CRM systems and other relevant tools.

Success Metrics First-Year Retention Rate: Measure of clients retained at their first renewal date.

Renewal Rate: Percentage of clients who renew beyond their initial year.

Engagement Metrics: Rates of client engagement and usage of key platform features within the first year.

Education A Bachelor’s degree or equivalent work experience is preferred. Required Qualifications A minimum of 2 years in sales, account management, or customer support, preferably in a SaaS environment.

Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).

A quick learner with an eagerness to understand and apply SaaS products effectively.

Fundamental knowledge of the construction industry is an asset, but an ability to learn quickly is essential.

High personal integrity and accountability for results.

Exceptional written and verbal communication skills.

Strong interpersonal skills and a customer-centric approach.

Capability to coach clients on best practices while proactively identifying pain points and solutions.

An empathetic mindset focused on supporting small business growth and overall customer success.

Preferred Qualifications Experience in a SaaS setting.

Familiarity with CRM or order management systems.

Bilingual abilities (English/Spanish) are preferred.

About Dodge Construction Network Dodge Construction Network is committed to providing comprehensive data and connections essential for the construction industry to thrive. Our legacy is built on empowering our clients with transformative insights that drive business growth and success. We cater to decision-makers who prioritize trustworthy relationships and quality outcomes. By blending proprietary data with innovative software, we equip our customers with the intelligence necessary to excel. Join us in advancing the construction industry through actionable data-driven guidance. Compensation The base salary range for this position is $50,000 to $60,000 plus monthly variable incentives. This range reflects the expected salary for this position but may fluctuate based on geographical considerations, candidate experience, and other relevant factors. Our comprehensive benefits package includes competitive salaries and, for applicable roles, uncapped commission plans or annual discretionary performance bonuses. Important Considerations We are only considering candidates who are legally authorized to work in the United States and who do not now or will not in the future require employment visa sponsorship. A background check will be conducted upon a conditional job offer. The consideration of the background check will align with the job requirements and adhere to all applicable federal, state, and local laws. Reasonable Accommodation Dodge Construction Network is dedicated to recruiting and promoting individuals with disabilities. If you require assistance with the online application process, please reach out to recruiting@construction.com. Equal Opportunity Employer Statement Dodge Construction Network is an Equal Opportunity Employer committed to fostering a diverse workforce. All employment decisions will be based on merit, qualifications, and business needs without regard to protected statuses as outlined by federal, state, or local laws.