Customer Success Manager (Mid-Market)

About the role

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 will drive adoption, upsell/cross-sell, and retention within assigned customer accounts in the Contractor – Mid-Market segment.

Responsibilities

• Serve as the main point of contact and trusted advisor to assigned customer accounts.
• 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 for all assigned accounts.
• Provide demonstrations of ConstructConnect products using demo engineers or 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.
• Respond to customer calls, tasks, and emails regarding requests, questions, and escalations in a timely manner, ensuring resolutions are satisfactory.
• Actively participate in feedback sessions, special projects (e.g., migration and sunsetting), and ongoing enablement.

Requirements

• Bachelor’s degree + 2 years of account management or sales experience, OR
• Associate degree + 3 years of account management or sales experience, OR
• High School Diploma + 5 years of account management or sales experience, OR
• 2 years of consistent at-or-above-goals performance in a quota-carrying ConstructConnect role.
• Perpetually exhibits ConstructConnect values.

Work Environment

• Physical activities include frequent sitting, telephone communication, and extended computer use.
• Visual acuity required for close-up tasks.
• Maintain a dedicated, ergonomically appropriate remote workspace.
• Hybrid work schedule (in-office every Tuesday and Wednesday) for team members within commuting distance of Greater Cincinnati/Northern Kentucky or Atlanta, Georgia.
• Must reside and work within the United States.

ConstructConnect utilizes the E-Verify program to confirm employment eligibility in the United States.