Remote SaaS Onboarding & Customer Success Manager

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

Benefits offered by this job

Medical, dental, vision

401(k) + ESPP

Paid time off

Tuition reimbursement

Employee discounts on tools

Job summary

Stanley Black & Decker is seeking a Customer Success Implementation Manager to lead onboarding and implementation for customers using our SaaS platform, with a focus on delivering an exceptional customer experience.

You will manage onboarding for new and expanding customers, train end-users, and work with cross-functional teams to ensure value realization and high retention. This remote role suits someone with strong organization and a passion for customer success.

Qualifications

• Bachelor's or Associate degree in technology or business required or equivalent experience.
• 4+ years of SaaS implementation, onboarding, customer success, project management, or related customer-facing role.
• Proven experience leading customer onboarding or implementation projects.
• Strong project management, organizational, and time management skills.
• Excellent communication and stakeholder management abilities.

Responsibilities

• Onboard new customers and guide them through structured delivery processes.
• Train end-users and optimize value of the SaaS platform.
• Expand user adoption and provide Tier 1–3 support in collaboration with engineering.
• Identify risks to customer success and manage multiple projects concurrently.

Skills

Customer onboarding

Project management

Stakeholder management

Excellent communication

Education

Bachelor's or Associate degree in technology or business

Tools

ChurnZero

Microsoft Teams

Job description

Stanley Black & Decker is seeking a Customer Success Implementation Manager to lead onboarding and implementation for customers using our SaaS platform, with a focus on delivering an exceptional customer experience.

You will manage onboarding for new and expanding customers, train end-users, and work with cross-functional teams to ensure value realization and high retention. This remote role suits someone with strong organization and a passion for customer success.