Customer Success Implementation Manager

Stanley Black & Decker, Inc. • Los Angeles, CA

1d • $67,200 - $108,200 • Remote

About The Position

As a Customer Success Implementation Manager within Stanley Black & Decker’s Construction Technology business, you will join its growing SaaS team and build customer relationships that promote retention and loyalty. You will lead onboarding and implementation for customers using the SaaS platform, train end users, help customers realize value from the software, expand user adoption, provide support through chat, email, and Teams calls, and identify risks to customer success. The role suits someone who enjoys a fast-paced SaaS environment, complex project management, and delivering an exceptional customer experience.

The role spans pre-sales technical demonstrations and presentations, onboarding new customers and existing customers with substantial expansions, and day-to-day Tier 1 customer support. You will manage the support-ticket pipeline and collaborate with engineering to resolve Tier 2–3 issues and bugs. Implementation is required for revenue recognition because customers receive the product’s value through implementation.

The position is remote. Total target cash compensation is $67,200–$108,200, inclusive of base salary and target variable cash compensation; the role is eligible for a sales incentive plan or commission. Compensation may vary based on factors including job level, location, knowledge, skills, qualifications, and experience.

Requirements

• Bachelor’s or associate degree in a technology- or business-related field, or at least 4 years of experience in SaaS implementation, onboarding, customer success, project management, or a 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 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, trends, and client information to identify product or service growth opportunities.

Nice To Haves

• Experience using CRM solutions such as ChurnZero.
• Experience in a startup or high-growth SaaS company.
• Experience with B2B customer onboarding.
• Familiarity with integrations, data migration, or technical implementation workflows.
• Experience working with mid-market or enterprise customers.
• Formal project management training or certification.

Responsibilities

• Assist sales representatives with technical demos and presentations for new customer acquisition.
• Conduct onboarding and implementation for new customers and existing customers with substantial expansions.
• Train end users and help customers optimize software value and increase user adoption.
• Provide day-to-day Tier 1 support and troubleshoot issues through chat, email, and Teams calls.
• Manage the pipeline of support tickets and collaborate with engineering to resolve Tier 2–3 issues and bugs.
• Manage multiple customer projects and priorities while guiding customers through structured delivery processes.
• Identify risks to customer success and analyze customer data, trends, and information to identify growth opportunities.
• Build customer relationships to promote customer retention and loyalty.

Benefits

• Medical, dental, life, vision, and disability insurance.
• 401(k) and retirement benefits.
• Employee Stock Purchase Plan.
• Paid time off, including paid vacation, holidays, and personal days.
• Tuition reimbursement.
• Well-being programs and benefits, including a wellness program.
• Discounts on Stanley Black & Decker tools and products and partner programs.
• Access to learning resources, including a digital learning portal, Lean Academy, and online university.
• Potential eligibility for annual merit increases.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree