Customer Success Manager

Position Summary

Milwaukee Tool is seeking a Customer Success Manager to own relationships with assigned ONE-KEY customers and help them turn connected technology into measurable business outcomes. This role is the customer advocate, adoption strategist, and internal quarterback responsible for helping customers onboard successfully, expand usage, resolve roadblocks, and see ongoing value from ONE-KEY.

• Own onboarding, adoption, and ongoing success planning for assigned ONE-KEY customers, ensuring customers move from setup to confident, repeatable usage as quickly as possible.
• Build customer success plans that connect customer goals, construction workflows, ONE-KEY capabilities, measurable outcomes, and clear next steps across the account lifecycle.
• Conduct onboarding calls, product tours, training sessions, customer demos, jobsite visits, success reviews, and executive business reviews for stakeholders at multiple levels.
• Serve as a ONE-KEY subject matter expert, helping customers solve challenges around tool and equipment visibility, jobsite operations, project coordination, asset management, and collaboration.
• Monitor account health using usage patterns, customer feedback, support trends, adoption milestones, and stakeholder engagement to identify risk and take proactive action.
• Lead mitigation plans for at‑risk accounts or high‑priority customer situations, coordinating the right internal resources until issues are resolved and the customer is back on track.
• Partner closely with Sales, Customer Support, ATS, Jobsite Solutions, Product Management, Marketing, and Finance to deliver a consistent customer experience and support account growth.
• Identify expansion signals, reference opportunities, customer success stories, testimonials, and referrals where ONE-KEY is creating clear value for the customer.
• Create and improve scalable playbooks, best practices, training resources, customer education materials, and internal processes that help the broader team deliver a stronger customer experience.
• Capture Voice of Customer insights and share actionable recommendations with Product, Marketing, Sales, and Support to improve the user experience, product capabilities, and customer engagement process.
• Represent ONE-KEY at trade shows, customer events, product demonstrations, and field engagements that increase awareness, strengthen relationships, and drive adoption.

• Bachelor’s degree or equivalent practical experience preferred.
• 3–5+ years of experience in Customer Success, Account Management, SaaS implementation, technical sales, customer support, construction technology, or another customer‑facing B2B role.
• Experience managing customer relationships across multiple stakeholder levels, from field users and administrators to senior leaders and executive sponsors.
• Strong understanding of construction operations, contractor workflows, tool and equipment management, jobsite coordination, or industrial customer business models.
• High technical aptitude with mobile apps, cloud software, SaaS platforms, IoT technology, connected devices, CRM tools, and customer success tools.
• Ability to translate technical product capabilities into practical customer outcomes, workflow improvements, and value stories.
• Strong communication skills with the confidence to lead demos, trainings, onboarding sessions, customer reviews, and difficult customer conversations.
• Proven ability to identify risk, de‑escalate issues, prioritize competing account needs, and coordinate cross‑functional teams.
• Self‑motivated, high‑energy, team‑first mindset with the ability to succeed in a fast‑paced, evolving environment.
• Willingness to travel up to 50% for customer meetings, jobsite visits, internal meetings, trade shows, and product demonstrations.

• Experience in construction technology, field operations, project management, implementation, customer education, enterprise SaaS, or connected hardware/software solutions.
• Familiarity with construction software or field technology such as tool tracking, asset management, project management, BIM, reality capture, telematics, or connected jobsite workflows.
• Experience using Salesforce or a similar CRM, customer success platform, help desk system, knowledge base, or product analytics tool.
• Experience building customer‑facing training content, internal playbooks, adoption programs, or Voice of Customer feedback loops.

• Robust health, dental and vision insurance plans
• Generous 401(k) savings plan
• Education assistance

Milwaukee Tool is an equal‑opportunity employer.