Customer Success Lead, BIM

Stanley Black & Decker; Phoenix (AZ); Remote; USD 105,000 - 169,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Disability insurance

401(k)

Employee stock purchase plan

Paid time off

Tuition reimbursement

Job summary

Stanley Black & Decker is seeking a Customer Success Lead for BIM in a remote role. The role focuses on onboarding, training, and expanding adoption of our Construction Technology SaaS.

You will work with Sales, Product, and CX to secure long-term customer partnerships and drive value realization. The ideal candidate has strong Revit experience, a background in construction or mechanical systems, and proven skills in stakeholder engagement and data-driven growth.

Qualifications

• Bachelor's or Associate degree in technology or business or 5+ years of Revit experience.
• Experience teaching, guiding, or mentoring in Revit usage.
• Proven ability to map customer processes to product capabilities and drive retention.

Responsibilities

• Onboard new customers and train end-users to ensure successful adoption.
• Collaborate with Sales, Product, and Customer Experience to address customer needs.
• Identify risks to customer success and manage a pipeline of support tickets with Engineering.

Skills

Revit

Customer success

Consulting

Data analysis

Stakeholder communication

Education

Bachelor's / Associate degree

Job description

Customer Success Lead, BIM - 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 Manager within our Construction Technology business, you will be joining our growing SaaS Team as a remote employee, and will be responsible for establishing and building customer relationships to promote customer retention and loyalty. You will work cross-functionally with Sales, Product, and Customer Experience teams to address customer needs. Key responsibilities include onboarding new customers, training end-users, optimizing the value of our software, expanding user adoption, and identifying key risks to customer success. This is an excellent opportunity for someone who thrives in a fast-paced SaaS environment and is passionate about building long-term customer partnerships.

You'll get to:

• Pre-sales - assisting sales representatives for technical demos and presentations (new customer acquisition) - 15%
• Implementation - 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) - 50%
• 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 - 15%
• Support teammates and help our customers as needed - 20%

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.

• Bachelor's or Associate degree (Technology or business-related field) or 5+ years of experience with Revit focused on Mechanical, Electrical or plumbing systems
• 2+ years of experience teaching, guiding, mentoring in the use of Revit
• 3+ years of experience in functional consulting, construction management, customer success, or in a pre-sales software solution capacity
• Proven ability to map the customer's business process to product capability
• Proven success managing customer relationships and driving retention, adoption, and growth
• Knowledge of the construction industry
• Experience analyzing data, trends and client information to identify product or service growth opportunities
• Strong communication and presentation skills, with the ability to engage senior stakeholders
• Strong analytical and problem-solving skills
• Strong organizational/time management skills and ability to manage multiple priorities in a fast-paced environment
• undefined

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:

We want our company to be a place you'll want to be - and stay. Being part of our team means you'll get to:

• 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 $105,000.00 - $169,000.00

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 may vary depending on multiple factors including job level, geographic location, job-related knowledge, skills, qualifications, experience and in compliance with local wage requirements. This role is eligible for a sales incentive plan or commission. Therefore, the total target