Remote SaaS Implementation Lead, Customer Success

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

Benefits offered by this job

Medical

Dental

Life

Vision

Disability

401(k)

Employee Stock Purchase Plan

Paid time off

Tuition reimbursement

Well-being programs

Discounts on tools and partnerPrograms

Job summary

Stanley Black & Decker is seeking a Customer Success Implementation Manager to lead onboarding and implementation for customers using our SaaS platform. The role emphasizes building strong customer relationships to drive retention and loyalty in a fast-paced environment.

You will manage onboarding, training, adoption, and ongoing support while collaborating with cross-functional teams to ensure successful implementations and expansion opportunities across enterprise accounts.

Qualifications

• 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 analyzing data and client information to identify growth opportunities.

Responsibilities

• Onboard new customers and existing customers who expand substantially; implementation is required for revenue recognition.
• Train end-users and optimize value of our software.
• Expand user adoption and provide support via chat, email and Teams calls.
• Identify key risks to customer success and collaborate with engineering for issue resolution.
• Assist sales with technical demos and presentations for new customer acquisition.
• Manage day-to-day support tickets and ensure timely resolution across Tier 1–3 issues.

Skills

SaaS implementation

Project management

Customer success

Onboarding

Stakeholder management

Cross-functional collaboration

Training & enablement

Education

Bachelor's or Associate degree (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 customers using our SaaS platform. The role emphasizes building strong customer relationships to drive retention and loyalty in a fast-paced environment.

You will manage onboarding, training, adoption, and ongoing support while collaborating with cross-functional teams to ensure successful implementations and expansion opportunities across enterprise accounts.