Customer Success Implementation Manager

Stanley Black & Decker; Los Angeles (CA); Remote; USD 67,000 - 108,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) + ESPP

Paid time off

Tuition reimbursement

Employee discounts on tools

Job summary

Stanley Black & Decker is seeking a Customer Success Implementation Manager to lead onboarding and implementation for customers using our SaaS platform, with a focus on delivering an exceptional customer experience.

You will manage onboarding for new and expanding customers, train end-users, and work with cross-functional teams to ensure value realization and high retention. This remote role suits someone with strong organization and a passion for customer success.

Qualifications

• Bachelor's or Associate degree in technology or business required or equivalent experience.
• 4+ years of SaaS implementation, onboarding, customer success, project management, or related customer-facing role.
• Proven experience leading customer onboarding or implementation projects.
• Strong project management, organizational, and time management skills.
• Excellent communication and stakeholder management abilities.

Responsibilities

• Onboard new customers and guide them through structured delivery processes.
• Train end-users and optimize value of the SaaS platform.
• Expand user adoption and provide Tier 1–3 support in collaboration with engineering.
• Identify risks to customer success and manage multiple projects concurrently.

Skills

Customer onboarding

Project management

Stakeholder management

Excellent communication

Education

Bachelor's or Associate degree in technology or business

Tools

ChurnZero

Microsoft Teams

Job description

Customer Success Implementation Manager - Remote

Come build your career.

It takes great people to achieve greatness. People with a sense of purpose and integrity. People with a relentless pursuit of excellence. People who care about making things better For Those Who Make The World™. Sound like you? Join our top-notch team of approximately 43,500 diverse and high-performing professionals globally who are making their mark on some of the world's most beloved brands, including DEWALT®, BLACK+DECKER®, CRAFTSMAN®, STANLEY®, CUB CADET®, and HUSTLER®.

The Job:

As a Customer Success Implementation Manager within our Construction Technology business, you will be joining our growing SaaS Team and will be responsible for establishing and building customer relationships to promote customer retention and loyalty.

We are looking for a customer-focused and highly organized Customer Success Implementation Manager to lead onboarding and implementation for customers using our SaaS platform. Key responsibilities include onboarding new customers, training end-users, optimizing the value of our software, expanding user adoption, providing support via chat, email and Teams calls, and identifying key risks to customer success. This role is ideal for someone who thrives in a fast-paced SaaS environment, enjoys managing complex projects, and is passionate about delivering an exceptional customer experience. You'll get to:

• Pre-sales - assisting sales reps for technical demos and presentations (new customer acquisition)
• Implementation - conduct onboarding for new customers and existing customers who expand substantially (implementation is required for revenue recognition because only then do customers receive the value of the product)
• Customer Support - providing day to day support (Tier 1) and troubleshooting for existing customers; responsible for managing pipeline of support tickets and collaborating with engineering to solve Tier 2-3 issues and bugs

The Person:

You love to learn and grow and be acknowledged for your valuable contributions. You're not intimidated by innovation. Wouldn't it be great if you could do your job and do a world of good? In fact, you embrace it. You also have:

• Bachelor's or Associate degree (Technology or business-related field) or
• 4+ years of experience in SaaS implementation, onboarding, customer success, project management, or a related customer-facing role
• Proven experience managing customer onboarding or implementation projects
• Strong project management, organizational, and time management skills
• Excellent communication and stakeholder management abilities
• Ability to manage multiple projects and priorities simultaneously
• Experience working cross-functionally with both technical and non-technical teams
• Comfort working directly with customers and guiding them through structured delivery processes
• Knowledge of the construction industry
• Experience using CRM solutions such as ChurnZero is a plus
• Experience analyzing data, trends and client information to identify product or service growth opportunities

Preferred Qualifications:

• Experience in a startup or high-growth SaaS company
• Experience with B2B customer onboarding
• Familiarity with integrations, data migration, or technical implementation workflows
• Experience working with mid-market or enterprise customers
• Formal project management training or certification

The Details:

You'll receive a competitive salary and a great benefits plan, including:

• Medical, dental, life, vision, disability, 401(k), Employee Stock Purchase Plan, paid time off, and tuition reimbursement in addition to programs & benefits in support of your well-being.

Discounts on Stanley Black & Decker tools and other partner programs.

And More:

• Grow: Be part of our global company with 20+ brands to grow and develop your skills along multiple career paths.
• Learn: Have access to a wealth of learning resources, including our digital learning portal.
• Belong: Experience an awesome place to work, where we have mutual respect and a great appreciation for a wide range of perspectives and experiences.
• Give Back: Help us continue to make positive changes locally and globally through volunteerism, giving back, and sustainable business practices.

What's more, you'll get that pride that comes from empowering makers, doers, protectors, and everyday heroes all over the world. We're more than the #1 tools company. More than a driving force in outdoor power equipment. More than a global leader in industrial. We're visionaries and innovators. As successful as we've been in the past, we have so much further to go. That's where you come in. Join us!

The Total Target Cash Compensation range for this position is $67,200.00 - $108,200.00

This is the lowest to highest total target cash compensation range we would pay for this role at the time of this posting. Total target cash compensation offered m