Customer Success Manager (SMB)

Customer Success Manager

This position sits within our Customer Success division which is responsible for supporting our customers at every interaction through technical support and training to create consistent high levels of customer satisfaction.

The Customer Success Manager is responsible for maintaining ongoing relationships with customers after the initial purchase of ConstructConnect products. The Customer Success Manager will drive adoption, upsell / cross-sell, and retention within assigned customer accounts.

What You'll Be Doing

• Serve as the main point of contact and trusted advisory to customer accounts within Contractor SMB segment.
• Grow revenue through marketing driven and self-generated upsell and cross-sell lead generation activities.
• Maintain established uplift and retention rates.
• Acquire a working knowledge of ConstructConnect products, contractors' workflows, industry trends, and competitive offerings.
• Implement customer engagement strategy including outbound communication schedule, feedback, and renewal strategies with all assigned accounts.
• Provide demonstrations of ConstructConnect products through the use of demo engineers, as well as provide on-the-fly demonstrations as needed.
• Partner with Onboarding Specialist and Customer Success Specialist to onboard customers and mitigate defaults and churn.
• Solicit feedback from customers to enhance the customer experience.
• Receive and respond to calls, tasks, and emails from customers in relation to requests, questions, and escalations. Ensuring they are handled in a timely manner and resolutions are acceptable and satisfactory to the customer.
• Actively participate in feedback sessions, special projects such as migration and sunsetting, and ongoing enablement.
• This job description in no way implies that the duties listed here are the only ones that team members can be required to perform.

What You Bring to the Team

Physical Demands and Work Environment :

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