Remote SaaS Implementation & Customer Success Lead

Stanley Black & Decker, Inc.; United States; Remote; USD 67,000 - 108,000; Full time

Benefits offered by this job

Medical, dental, life, vision

401(k) and ESPP

Paid time off

Tuition reimbursement

Tool discounts

Job summary

Stanley Black & Decker, Inc. is seeking a Customer Success Implementation Manager for a remote role within our Construction Technology SaaS team.

You will own onboarding, training, and value optimization for customers, driving adoption and satisfaction across complex projects. You will collaborate with sales, engineering, and support to ensure successful deployments, manage multiple customer implementations, and help identify growth opportunities while delivering an exceptional customer

Qualifications

• Bachelor’s or Associate degree in a technology or business field.
• 4+ years of experience in SaaS implementation/onboarding/customer success/project management.
• 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 technical and non-technical teams.
• Comfort working directly with customers and guiding structured delivery processes.
• Knowledge of the construction industry.
• Experience using CRM like ChurnZero is a plus.
• Experience analyzing data, trends and client information to identify growth opportunities.

Responsibilities

• Onboard new customers and existing customers who expand substantially (implementation is required for revenue recognition).
• Lead onboarding and implementation for customers using our SaaS platform; train end-users and promote adoption.
• Provide day-to-day support (Tier 1) and troubleshoot with engineering for Tier 2-3 issues and bugs.
• Assist sales with technical demos and presentations (pre-sales).
• Identify risks to customer success and collaborate with cross-functional teams to mitigate them.

Skills

Project management

Time management

Cross-functional collaboration

Stakeholder management

Customer onboarding

Data analysis

Structured delivery

Communication

Education

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

Tools

ChurnZero

Job description

Stanley Black & Decker, Inc. is seeking a Customer Success Implementation Manager for a remote role within our Construction Technology SaaS team.

You will own onboarding, training, and value optimization for customers, driving adoption and satisfaction across complex projects. You will collaborate with sales, engineering, and support to ensure successful deployments, manage multiple customer implementations, and help identify growth opportunities while delivering an exceptional customer