Remote SaaS Customer Success Implementation Lead

Stanley Black & Decker; California; Hybrid; USD 67,000 - 108,000; Full time

Benefits offered by this job

Medical, dental, life, vision, and 401

Employee Stock Purchase Plan

Tool discounts

Job summary

Stanley Black & Decker is seeking a Customer Success Implementation Manager to lead onboarding and implementation for our SaaS platform. You will build customer relationships, drive adoption, and ensure retention while coordinating with cross-functional teams in a fast-paced environment.

You will manage onboarding for new and expanding customers, train end-users, and partner with engineering to resolve Tier 2-3 issues, delivering exceptional customer experiences and value realization across

Qualifications

• Bachelor’s or Associate degree in Technology or business-related field.
• 4+ years of experience in SaaS implementation, onboarding, customer success, project management, or 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.

Responsibilities

• Onboard new customers and existing customers who expand substantially.
• Train end-users and optimize the value of our SaaS platform.
• Provide day-to-day support and troubleshoot issues with engineering for Tier 2-3 bugs.
• Manage a pipeline of support tickets and ensure customer success.

Skills

Customer-focused

Excellent communication

Project management

Time management

Cross-functional collaboration

Multi-tasking

Data analysis

Education

Bachelor’s or Associate degree in Technology or business-related field

Tools

ChurnZero

Job description

Stanley Black & Decker is seeking a Customer Success Implementation Manager to lead onboarding and implementation for our SaaS platform. You will build customer relationships, drive adoption, and ensure retention while coordinating with cross-functional teams in a fast-paced environment.

You will manage onboarding for new and expanding customers, train end-users, and partner with engineering to resolve Tier 2-3 issues, delivering exceptional customer experiences and value realization across