Customer Engagement Manager

The Customer Engagement Manager is a key member of our Go-To-Market organization, focused on supporting and empowering our SMB customer base—serving primarily subcontractors, general contractors, architects and engineers. In this role, you will help customers successfully engage with and realize value from their partnership with Dodge by providing proactive outreach, practical guidance, and best-practice recommendations. By leveraging data, insights, and customer conversations, you will help improve adoption within our product suite and build long-term, successful partnerships to drive 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, uncover risk and growth opportunities and ensure customer satisfaction - Execute successful customer engagement program through customer journey with intentional outbound touchpoints using customer health indicators and other support tools - 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 Key Metrics for Success - First-Year Retention Rate: Percentage of clients retained through their first renewal date - Renewal Rate: Percentage of clients renewing beyond their first year - Engagement Metrics: Client usage rates and engagement with key platform features during the first year Education Requirement Bachelor's degree and/or combination of equivalent work experience preferred.

Required Experience, Knowledge and Skills - 2+ years of experience in sales, account management, or customer support for SaaS-based software - Proficiency in Microsoft Office (Word, Excel, PowerPoint) - Ability to quickly learn and SaaS products - Basic knowledge of the construction industry, or the ability to learn it quickly - Strong personal integrity and accountability for outcomes - Excellent written and verbal communication skills - Strong relationship-building and customer-focused approach - Ability to coach customers on best practices and identify pain points and solutions - Empathetic mindset with a focus on supporting small business growth and customer success Preferred Experience, Knowledge, and Skills - Experience working in a SaaS environment - Experience with CRM or order management systems - Bilingual (English/Spanish) About Dodge Construction Network Dodge Construction Network exists to deliver the comprehensive data and connections the construction industry needs to build thriving communities. Our legacy is deeply rooted in empowering our customers with transformative insights, igniting their journey towards unparalleled business expansion and success. We serve decision-makers who seek reliable growth and who value relationships built on trust and quality. By combining our proprietary data with cutting-edge software, we deliver to our customers the essential intelligence needed to excel within their respective landscapes. We propel the construction industry forward by transforming data into tangible guidance, driving unparalleled advancement. Dodge is the catalyst for modern construction. Salary Disclosure $60,000 + uncapped variable bonus This represents the expected salary range for this job requisition.