Customer Success Manager (Mid-Market)

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.

Requirements

• Serve as the main point of contact and trusted advisory to assigned customer accounts within Contractor – Mid-Market 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.

Benefits

• Generous Paid Time Off
• 401k Matching
• Retirement Plan
• Visa Sponsorship
• Four Day Work Week
• Generous Parental Leave
• Tuition Reimbursement
• Relocation Assistance