Remote SaaS Implementation & Customer Success Lead

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

Benefits offered by this job

Medical benefits

401(k) plan

Employee Stock Purchase Plan

Tuition reimbursement

Discounts on tools

Job summary

Stanley Black & Decker, Inc. seeks a Customer Success Implementation Manager to lead onboarding and implementation for customers using our SaaS platform.

You will build strong customer relationships, drive adoption, and deliver exceptional support in a fast-paced environment. Responsibilities include pre-sales support, onboarding for new and expanding customers, and day-to-day Tier 1 support while collaborating with engineering on Tier 2-3 issues.

Qualifications

• Bachelor’s or Associate degree (Technology or business-related field).
• 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.

Responsibilities

• Onboard new customers and guide implementation for adopters of our SaaS platform.
• Train end-users, optimize software value, and expand user adoption.
• Provide support via chat, email and Teams; manage support ticket pipeline and escalate to engineering for Tier 2-3 issues.

Skills

SaaS implementation

Customer success

Project management

Stakeholder management

Communication

Multi-project management

Cross-functional collaboration

Customer guidance

Data analysis

Education

Bachelor’s or Associate degree (Technology or business-related field)

Tools

ChurnZero

Job description

Stanley Black & Decker, Inc. seeks a Customer Success Implementation Manager to lead onboarding and implementation for customers using our SaaS platform.

You will build strong customer relationships, drive adoption, and deliver exceptional support in a fast-paced environment. Responsibilities include pre-sales support, onboarding for new and expanding customers, and day-to-day Tier 1 support while collaborating with engineering on Tier 2-3 issues.