Customer Success & Implementation Mgr at Fletcher Wakefield Design

About the role

This role leads the platform's launch to the trade. It brings designers onto the platform, supports them in running their practice on it, and grows platform adoption. This is a utility role for an early-stage platform launch — one person owning everything involved in getting designers onto the platform and making them successful on it. The right candidate is comfortable wearing multiple hats and moving between hands-on client work and platform-level strategy.

Responsibilities

• Client onboarding & implementation
• Set up new design firm accounts, including portal configuration, project structure, and importing existing client and project data
• Configure the platform to match each firm's workflow — vendor preferences, project templates, team permissions, and billing
• Tailor onboarding depth to each firm's size, complexity, and technical comfort level
• Lead onboarding kickoffs at the Stamford showroom, via Zoom, or on-site at client offices
• Set goals for each account and guide each user to their first quote, first order, and first completed project on the platform
• Cook up configuration requests and unusual cases, and document each implementation to speed up future onboardings

Qualifications

• 3–5 years of combined experience across customer onboarding or implementation and brand, marketing, or content roles, preferably in B2B SaaS or a to-the-trade environment
• Demonstrated ability to learn new software quickly, configure it for end users, and teach it effectively
• Demonstrated experience owning a brand voice and visual identity across customer-facing channels
• Strong on-camera presence; experience recording tutorials, training videos, or instructional content
• Excellent written communication across both technical documentation and marketing copy
• Strong verbal and in-person communication; comfortable leading kickoffs, training sessions, and client meetings
• Strong organizational skills with the ability to manage multiple accounts and content workstreams at the same time
• Professional, composed presence with clients
• Self-directed; able to operate effectively with general direction