Note: The job is a remote job and is open to candidates in USA. Black & Decker (U.S.) Inc. is hiring a Customer Success Implementation Manager for its Construction Technology SaaS team. The role builds customer relationships and leads customer onboarding, implementation, training, support, user adoption, and efforts to improve retention and product value.
Responsibilities
- As a Customer Success Implementation Manager within our Construction Technology business, you will be joining our growing SaaS Team and will be responsible for establishing and building customer relationships to promote customer retention and loyalty
- Key responsibilities include onboarding new customers, training end-users, optimizing the value of our software, expanding user adoption, providing support via chat, email and Teams calls, and identifying key risks to customer success
- Pre-sales – assisting sales reps for technical demos and presentations (new customer acquisition)
- Implementation – conduct onboarding for new customers and existing customers who expand substantially (implementation is required for revenue recognition because only then do customers receive the value of the product)
- Customer Support – providing day to day support (Tier 1) and troubleshooting for existing customers; responsible for managing pipeline of support tickets and collaborating with engineering to solve Tier 2-3 issues and bugs
Skills
- Bachelor's or Associate degree (Technology or business-related field) or
- 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 both 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
- Experience using CRM solutions such as ChurnZero is a plus
- 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
Benefits
- Remote
- Medical, dental, life, vision, and disability benefits
- Wellness program
- Retirement benefits, including 401(k)
- Employee Stock Purchase Plan
- Paid time off, including paid vacation, holidays, and personal days
- Tuition reimbursement
- Discounts on Stanley Black & Decker tools and products, and discount programs for other vendors and partners
- Access to learning resources, including the digital learning portal, Lean Academy, and online university
- Career paths and opportunities to grow and develop skills
- Volunteerism and opportunities to give back to local communities
Company Overview
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