Customer Success Manager

Milwaukee Tool is seeking a Customer Success Manager to own relationships with assigned ONE-KEY customers, helping them turn connected technology into measurable business outcomes. The role involves customer advocacy, adoption strategy, onboarding, expansion, and ongoing value delivery.

Location: Remote (US)

Responsibilities

• Own onboarding, adoption, and success planning for assigned customers.
• Build customer success plans connecting goals, workflows, capabilities, and outcomes.
• Conduct onboarding calls, product tours, training, demos, visits, reviews, and executive meetings.
• Serve as a subject matter expert on ONE-KEY, solving challenges around tool visibility, jobsite operations, project coordination, asset management, and collaboration.
• Monitor account health through usage patterns, feedback, support trends, milestones, and engagement.
• Lead mitigation plans for at-risk or high-priority accounts, coordinating internal resources.
• Partner with Sales, Support, ATS, Jobsite Solutions, Product Management, Marketing, and Finance.
• Identify expansion opportunities, success stories, testimonials, and referrals.
• Create and improve scalable playbooks, training resources, and internal processes.
• Capture Voice of Customer insights and share recommendations for product and engagement improvements.
• Represent ONE-KEY at trade shows, customer events, product demos, and field engagements.

Requirements

• Bachelor’s degree or equivalent practical experience.
• 3-5+ years in Customer Success, Account Management, SaaS implementation, technical sales, customer support, construction technology, or similar roles.
• Experience managing customer relationships across multiple stakeholder levels.
• Strong understanding of construction operations, workflows, tool management, and jobsite coordination.
• High technical aptitude with mobile apps, cloud software, SaaS, IoT, CRM, and customer success tools.
• Ability to translate technical capabilities into customer outcomes and value stories.
• Strong communication skills for demos, training, onboarding, reviews, and difficult conversations.
• Proven ability to identify risk, de-escalate issues, prioritize needs, and coordinate teams.
• Self-motivated, high-energy, team-first, adaptable to fast-paced environments.
• Willingness to travel up to 50% for customer meetings, visits, and events.

Benefits

• Robust health, dental, and vision insurance.
• Generous 401(k) savings plan.
• Education assistance.
• Additional benefits available at the provided link.

Additional Information

• Milwaukee Tool is an equal opportunity employer.
• Originally posted on Himalayas.