Sr. Customer Success Manager - MSUITE FAB

Sr. Customer Success Manager – MSUITE FAB

Remote (with travel to fabrication shops across the US)

Come build something that matters.

It takes great people to achieve greatness. People with a sense of purpose and integrity. People with a relentless pursuit of excellence. People who care about making things better For Those Who Make The World™. Sound like you? Join our top-notch team of more than 50,000 diverse and high-performing professionals globally who are making their mark on some of the world’s most beloved brands, including DEWALT®, BLACK+DECKER®, CRAFTSMAN®, STANLEY®, CUB CADET®, and HUSTLER®.

The Job:  

As Sr. Customer Success Manager – MSUITE FAB, you’ll be part of our Construction Technology team and will be working as a remote employee.   

How You Will Make an Impact
As a Customer Success Manager within our Construction Technology business, you will join our dynamic SaaS Team and play a pivotal role in building and nurturing customer relationships to drive retention and loyalty. You will be the trusted advisor for our customers, ensuring they maximize the value of MSUITE FAB, our leading fabrication tracking software.

What You Will Do
You will serve as the primary point of contact for our customers, connecting them with the right teams to address their needs. Your responsibilities will include onboarding new customers, training end-users (both virtually and onsite at fabrication shops), optimizing software adoption, and identifying opportunities and risks to customer success. You will also:

• 10% – Pre-sales: Support sales representatives with technical demos and presentations to prospective customers, highlighting the value of MSUITE FAB for fabrication tracking.
• 60% – Implementation: Lead onboarding and implementation for new and expanding customers, including hands-on training at fabrication shops to ensure successful adoption and revenue recognition.
• 10% – Customer Support: Provide Tier 1 support and troubleshooting for existing customers, manage support ticket pipelines, and collaborate with engineering to resolve complex issues.
• 20% – Team & Customer Support: Assist teammates and provide additional support to customers as needed, ensuring a seamless customer experience.

The Person:  

You love to learn and grow and be acknowledged for your valuable contributions. You’re not intimidated by innovation. Wouldn’t it be great if you could do your job and do a world of good? In fact, you embrace it. You also have: 

• 3+ years of experience in mechanical, electrical, or plumbing fabrication environments, with a strong understanding of shop workflows and processes.
• 2+ years of experience training, mentoring, or guiding users on fabrication tracking software or similar construction technology platforms.
• Proficiency with Microsoft Suite applications.
• In-depth knowledge of the construction and fabrication industry, especially shop operations.
• Strong verbal and written communication skills, with the ability to explain technical concepts to diverse audiences.
• Excellent interpersonal skills, with a talent for building authentic business relationships and resolving challenges.
• Strong organizational and time management skills, with the ability to manage multiple projects simultaneously.
• Team-oriented, collaborative, and supportive mindset.
• Willingness and ability to travel 8 nights per month, can change monthly.
• Valid driver’s license

The Details:  

You’ll receive a competitive salary and a great benefits plan including:

• Medical, dental, life, vision, wellness program, disability, 401(k), Employee Stock Purchase Plan, paid time off, and tuition reimbursement.
• Discounts on Stanley Black & Decker tools and other partner programs.

And More:  

We want our company to be a place you’ll want to be – and stay. Being part of our team means you’ll get to:

• Grow: Be part of our global company with 20+ brands to grow and develop your skills along multiple career paths.
• Learn: Have access to a wealth of learning resources, including our digital learning portal.
• Belong: Experience an awesome place to work, where we have mutual respect and a great appreciation for diversity, equity, and inclusion.
• Give Back: Help us continue to make positive changes locally and globally through volunteerism, giving back, and sustainable business practices.

What’s more, you’ll get that pride that comes from empowering makers, doers, protectors, and everyday heroes all over the world. We’re more than the #1 tools company. More than a driving force in outdoor power equipment. More than a global leader in industrial. We’re visionaries and innovators. As successful as we’ve been in the past, we have so much further to go. That’s where you come in. Join us!
 

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Pay Range Language: Use the paragraph below *only* for the states listed.

The base pay range for this position in Maryland is 87,900.00 - 158,200.00 USD Annual per year. Pay is based on market location and may vary depending on job-related knowledge, skills, and experience. A sign-on payment may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered. Applicants should apply via Stanley Black and Decker’s internal or external careers site.

We Don’t Just Build The World, We Build Innovative Technology Too.

Joining the Stanley Black & Decker team means working in an innovative, tech-driven and highly collaborative team environment supported by over 58,000 professionals in 60 countries across the globe. Here, you’ll get the unique chance to impact some of the world’s most iconic brands including STANLEY TOOLS, DEWALT, CRAFTSMAN, MAC TOOLS and Black + Decker. Your ideas and solutions have the potential to reach millions of customers as we work together to write the next chapter in our history. Come build with us and take your career to new heights.

Who We Are 

We’re the World’s largest tool company. We’re industry visionaries. We’re solving problems and advancing the manufacturing trade through innovative technology and our Industry 4.0 Initiative. We are committed to ensuring our state-of-the-art “smart factory” products and services provide greater quality to our customers & greater environmental and social value to our planet. We are unique in that we have a rich and storied history dating back to 1843, but that hasn't stopped us from evolving into a vibrant, diverse, global growth company. 

Benefits & Perks

You’ll get a competitive salary and a comprehensive benefits plan that includes medical, dental, life, vision, wellness program, disability, retirement benefits, Employee Stock Purchase Plan, Paid Time Off, including paid vacation, holidays & personal days, and tuition reimbursement. And, of course, discounts on Stanley Black & Decker tools and products and well as discount programs for many other vendors and partners.

What You’ll Also Get

Career Opportunity: Career paths aren’t linear here. Being part of our global company with 60+ brands gives you the chance to grow and develop your skills along multiple career paths.

Learning & Development: 
Our lifelong learning philosophy means you’ll have access to a wealth of state-of-the-art learning resources, including our Lean Academy and online university (where you can get certificates and specializations from renowned colleges and universities).

Diverse & Inclusive Culture:
We pride ourselves on being an awesome place to work. We respect and embrace differences because that’s how the best work gets done. You’ll find we like to have fun here, too.

Purpose-Driven Company:
You’ll help us continue to make positive changes in the local communities where we work and live as well as in the broader world through volunteerism, giving back and sustainable business practices.

EEO Statement:
All qualified applicants to Stanley Black & Decker are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran’s status or any other protected characteristic.

If you require reasonable accommodation to complete an application or access our website, please contact us at (860) 827-3923 or at [email protected].  Due to volume, we cannot respond to unrelated inquiries about the status of a completed application or resetting an account password.

Know Your Rights: Workplace discrimination is illegal (eeoc.gov)