Customer Success Manager

Stanley Black & Decker, Inc.

Customer Success Manager supporting users of Stanley Black & Decker’s construction technology software. Troubleshooting customer issues, driving adoption, and managing training resources.

Posted 8/21/2026full-timeRemote • Arizona • 🇺🇸 United StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer support capabilities with a focus on optimizing software value and user adoption. Proficient in managing support tickets and collaborating with technical teams to resolve issues while providing effective training and resources.

Highest-signal resume keywords

Customer Support ExperienceSaaS Environment FamiliarityTechnical Communication SkillsMicrosoft Suite ProficiencyConstruction Industry Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SupportHelp Desk SupportTroubleshootingUser TrainingKnowledge Base Management

Soft Skills

EmpathyProfessionalismCommunication SkillsMulti-Priority Management

Certifications & Qualifications

Bachelor’s Degree

Industry Keywords

Construction TechnologyManufacturingPrefabricationRevitAutoCAD

About the role

Key responsibilities & impact

Serve as the primary point of contact for customers
Connect customers with appropriate internal teams to address requests
Support end-users and optimize the value of the company’s software
Expand user adoption and identify risks to customer success
Provide day-to-day Tier 1 customer support and troubleshoot existing-customer issues
Manage the support-ticket pipeline
Collaborate with engineering to resolve Tier 2–3 issues and bugs
Support teammates and assist customers as needed
Manage education-support initiatives, including customer training, user guides, knowledge-base content, webinars, and learning resources

Requirements

What you’ll need

Bachelor’s degree or equivalent practical experience preferred
1–3 years of experience in customer support, help desk, or customer service, preferably in a SaaS or technology environment
Desire to enter the construction technology industry and willingness to learn
Modeling background with Revit or AutoCAD helpful but not required
Ability to explain technical concepts in a simple, customer-friendly manner
Ability to manage multiple priorities in a fast-paced environment
Customer-first mindset with a professional and empathetic approach
Proficiency with Microsoft Suite applications
Knowledge of the construction industry, manufacturing, or prefabrication preferred
Strong verbal and written communication skills and technical aptitude

Benefits

Comp & perks

Medical, dental, life, vision, wellness program, disability insurance
401(k)
Employee Stock Purchase Plan
Paid time off, including paid vacation, holidays, and personal days
Tuition reimbursement
Discounts on Stanley Black & Decker tools, products, and partner programs
Career growth opportunities and multiple career paths
Digital learning portal, Lean Academy, and online university resources
Certificates and specializations from renowned colleges and universities
Volunteerism, giving back, and sustainable business practices
Annual merit increases may be available