Customer Success & Implementation Mgr at Fletcher Wakefield Design

Fletcher Development LLC•Stamford, CT

11d•Onsite

About The Position

Fletcher Wakefield is a to-the-trade showroom in Stamford, CT serving interior designers across Fairfield County and the Tri-State area. For decades, the to-the-trade model has been defined by physical space — fabric walls, sample libraries, vendor relationships built in person. Fletcher Wakefield has all of that: 10,000+ fabric samples, exclusive vendor partnerships, and eight private design rooms. Fletcher Wakefield is launching a purpose-built software platform that takes everything the showroom does — sourcing, quoting, ordering, project management — and brings it into a single digital environment designers can run their practice on. The showroom is no longer just a destination; it is the front door to a complete operating system for the design trade. This role leads the platform's launch to the trade. It brings designers onto the platform, supports them in running their practice on it, and grows platform adoption. This is a utility role for an early-stage platform launch — one person owning everything involved in getting designers onto the platform and making them successful on it. The right candidate is comfortable wearing multiple hats and moving between hands-on client work and platform-level strategy.

Requirements

3–5 years of combined experience across customer onboarding or implementation and brand, marketing, or content roles, preferably in B2B SaaS or a to-the-trade environment
Demonstrated ability to learn new software quickly, configure it for end users, and teach it effectively
Demonstrated experience owning a brand voice and visual identity across customer-facing channels
Strong on-camera presence; experience recording tutorials, training videos, or instructional content
Excellent written communication across both technical documentation and marketing copy
Strong verbal and in-person communication; comfortable leading kickoffs, training sessions, and client meetings
Strong organizational skills with the ability to manage multiple accounts and content workstreams at the same time
Professional, composed presence with clients
Self-directed; able to operate effectively with general direction
Based in or willing to relocate to Fairfield County; on-site at the Stamford showroom

Nice To Haves

Background in interior design, architecture, or home furnishings
Experience onboarding customers onto an early-stage or recently launched SaaS product
Proficiency with screen recording and video editing tools such as Loom, Descript, or Camtasia
Proficiency with design tools such as Figma, Canva, or Adobe Creative Suite
Existing relationships within the Tri-State design community

Responsibilities

Client onboarding & implementation
Set up new design firm accounts, including portal configuration, project structure, and importing existing client and project data
Configure the platform to match each firm's workflow — vendor preferences, project templates, team permissions, and billing
Tailor onboarding depth to each firm's size, complexity, and technical comfort level
Lead onboarding kickoffs at the Stamford showroom, via Zoom, or on-site at client offices
Set goals for each account and guide each user to their first quote, first order, and first completed project on the platform
Coordinate with the product team on configuration requests and unusual cases, and document each implementation to speed up future onboardings
Training, enablement & support
Develop and maintain the onboarding playbook, including checklists, training materials, welcome communications, and follow-up sequences
Record tutorial videos for all major workflows, including quoting, ordering, project setup, the 3D Visualizer, the Instant Quoting Tool, and new features as they launch
Build and maintain the help center, including written guides, FAQs, and self-service walk-throughs
Provide direct support for designers during their first 90 days, handle incoming issues, and escalate when needed
Identify recurring questions and turn them into tutorials, help articles, or product feedback
Brand & platform marketing
Drive platform growth by owning the content and ideation behind how the platform is presented to the trade, including campaigns, case studies, testimonials, feature announcements, social posts, and member communications
Manage the platform editorial calendar, including newsletters, release notes, and launch communications for new features
Partner with the in-house designer on visual execution; this role owns the strategy, messaging, and copy, while production and design support is provided internally