Customer Success Implementation Manager

Stanley Black & Decker • Los Angeles, CA

17h • Remote

About The Position

The Customer Success Implementation Manager will join Stanley Black & Decker’s growing Construction Technology SaaS team and establish customer relationships that promote retention and loyalty. This customer-focused, highly organized role leads onboarding and implementation for customers using the SaaS platform, trains end users, helps customers realize software value and expand adoption, provides support through chat, email, and Teams calls, and identifies risks to customer success.

The role supports pre-sales through technical demonstrations and presentations, implements the platform for new customers and substantial expansions, and provides Tier 1 support and troubleshooting to existing customers. The manager oversees the support-ticket pipeline and collaborates with Engineering on Tier 2–3 issues and bugs. The position is remote and is suited to someone who enjoys a fast-paced SaaS environment, complex project management, and delivering an exceptional customer 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.

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.
• Experience analyzing data, trends, and client information to identify product or service growth opportunities.

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 expand user adoption.
• Provide day-to-day Tier 1 support and troubleshooting for existing customers through chat, email, and Teams calls.
• Manage the pipeline of support tickets and collaborate with Engineering to resolve Tier 2–3 issues and bugs.
• Identify risks to customer success.
• Establish and build customer relationships to promote retention and loyalty.
• Analyze data, trends, and client information to identify product or service growth opportunities.

Benefits

• Medical, dental, life, vision, and disability benefits.
• 401(k) and Employee Stock Purchase Plan.
• Paid time off, including paid vacation, holidays, and personal days.
• Tuition reimbursement.
• Well-being programs and wellness program.
• Discounts on Stanley Black & Decker tools and products and partner programs.
• Access to learning and development resources, including a digital learning portal, Lean Academy, and online university.
• Career development opportunities across the global company.
• Volunteerism and giving-back opportunities.

What This Job Offers

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