Customer Success Manager (Mid-Market)

ConstructConnect is a company focused on customer success, seeking a Customer Success Manager to maintain relationships with customers post-purchase. The role involves driving product adoption, upselling, and ensuring customer satisfaction through various engagement strategies.

Responsibilities:

• 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

Requirements:

• Bachelor's degree + 2 year of account management or sales experience OR associate degree and 3 years of account management or sales experience OR HS Diploma + 5 years of account management or sales experience OR 2 years of consistent at or above goals in a quota carrying ConstructConnect role
• Perpetually exhibits the ConstructConnect values