Remote SaaS Onboarding & Customer Success Manager

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

Job summary

Stanley Black & Decker is seeking a Customer Success Implementation Manager to lead onboarding and implementation for customers using our SaaS platform. This remote role focuses on establishing and building customer relationships to promote retention and value realization across a fast-paced SaaS environment.

You’ll manage end-to-end onboarding, training, and adoption, while collaborating with cross-functional teams to deliver structured delivery processes and maximize product value for

Qualifications

• Bachelor’s or Associate degree in technology or business or 4+ years SaaS implementation experience.
• 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 train end-users.
• Promote customer retention and loyalty.
• Lead onboarding and implementation for customers using our SaaS platform.
• Provide day-to-day support via chat, email and Teams calls.
• Identify risks to customer success and collaborate with teams to mitigate them.

Skills

Customer onboarding

Project management

Stakeholder management

Communication

Cross-functional teamwork

Education

Bachelor’s or Associate degree in Technology or Business

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. This remote role focuses on establishing and building customer relationships to promote retention and value realization across a fast-paced SaaS environment.

You’ll manage end-to-end onboarding, training, and adoption, while collaborating with cross-functional teams to deliver structured delivery processes and maximize product value for