SaaS Customer Success Manager

Fortune Brands Innovations, Inc. is an industry-leading innovation company focused on creating smarter, safer and more beautiful homes and improving lives. Our driving purpose is that we elevate every life by transforming spaces into havens. We believe our work and our brands can have incredibly positive impacts for not just our business and shareholders, but for people and the planet, too.

When you join Fortune Brands, you become part of a high-performing team who are empowered to think big, learn fast and make bold decisions. We support an inclusive and diverse culture where everyone is encouraged and empowered to be their authentic selves, and where our differences and unique perspectives are a key strength.

Explore life at Fortune Brands here.

Master Lock’s cLOTO (Connected Lockout Tagout) solution is a disruptive technology leveraging software and connected hardware to enhance LOTO programs in a variety of end markets including Oil & Gas, Manufacturing, Power Generation and Food/Beverage.

The SaaS Customer Success Manager will be responsible for ensuring new customers are well positioned to capture the value of the Master Lock cLOTO solution. The Customer Success Manager will gain a deep understanding of a client’s requirements and LOTO processes, and drive customer-specific adaptations of the solution and onboarding processes to maximize customer satisfaction. Leveraging an expert understanding of all elements of the solution across all applications, the Customer Success Manager will educate clients on everything from the fundamentals of the solution to implementing best practices.

This is an exciting new role within the Security Business Unit that will be instrumental in driving the market transition from mechanical to connected LOTO practices. We are looking for a customer champion who is passionate about technology, establishing long-term relationships, and building customer loyalty. An understanding of onboarding clients with B2B SaaS solutions, effective communication and interpersonal skills, and a customer-first mentality are critical since this role will be driving a transformational change within Master Lock and in the market. The successful candidate will collaborate closely with new customers and cross-functional teams to drive customer implementation and training activities.

Position location: Remote

Key Responsibilities:

• Own the onboarding of new customers, ensuring a smooth and positive experience through implementation, training, and adoption.
• Create training documentation and other tools and resources to improve training effectiveness and customer execution.
• Collaborate closely with new customers to assess and capture technical and project requirements and ensure the Master Lock cLOTO solution and implementation plan aligns with customer-specific needs.
• Regularly engage with customers through meetings, calls, and on-site visits to ensure alignment on objectives and expectations, schedules, and logistics.
• Communicate closely and professionally with multiple customer stakeholders to ensure they are up to date on latest actions, next steps, and overall progress toward implementation completion.
• Advocate for customer needs with internal teams; support with data and analytics to drive decision-making
• Proactively engage with customers post-implementation to conduct regular check-ins, gather feedback, and identify any additional service and support needs.
• Contribute to the development of customer-success strategies, best practices, and methodologies to enhance customer onboarding content and improve efficiency and effectiveness of implementations and team processes.
• Identify opportunities for knowledge management, documentation, and service automation, and participate in creating those tools.
• Collaborate closely with Category Management Team to relay client feedback, contribute to product enhancement initiatives, and ensure the timely resolution of issues.
• Work as a subject matter expert maintaining up-to-date knowledge of industry and regulatory changes.

• Bachelor’s degree
• 5+ years of experience in customer success, technical implementations, onboarding, training, or sales engineering in B2B SaaS environment.
• Track record of success with managing multiple active implementation projects, each with multiple stakeholders.
• Client-driven mentality and a willingness to drive problems to a solution.
• Ability to understand and anticipate customer needs and concerns and the agility to adapt methodologies and processes to better serve the unique requirements of each customer.
• Exceptional oral and written communication, and presentation skills and the ability to convey complex information in a simplified manner.
• Communicate effectively across multiple job functions and levels of the customer organization.
• Strong critical thinkings skills, an educator’s mindset, and the desire to continuously improve.
• Willingness to travel (up to 25%) as needed to customer sites.

Desired skills and experience:

• Knowledge of workplace safety, namely lockout tagout (OSHA 1910.147).
• Experience collaborating with stakeholders in target industries including manufacturing, oil and gas, food process, public utilities.

Fortune Brands believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is 56,000 USD - 77,000 USD. Please note that actual salaries may vary within the range, or be above or below the range, based on factors including, but not limited to, education, training, experience, professional achievement, business need, and location.  In addition to base salary, employees will participate in either an annual bonus plan based on company and individual performance, or a role-based sales incentive plan.

At Fortune Brands, we support the overall health and wellness of our associates by offering comprehensive, competitive benefits that prioritize all aspects of wellbeing and provide flexibility for our teammates’ unique needs. This includes robust health plans, a market-leading 401(k) program with a company contribution, product discounts, flexible time off benefits (including half-day summer Fridays per policy), inclusive fertility / adoption benefits, and more. We offer numerous Employee Resource Groups to support inclusivity and our associates’ feeling of belonging at work.

Fortune Brands is a brand, innovation and channel leader focused on exciting, supercharged categories in the home products, security and commercial building markets. Our portfolio of brands includes Moen, House of Rohl, Aqualisa, SpringWell, Therma-Tru, Larson, Fiberon, Master Lock, SentrySafe and Yale residential.

Fortune Brands is headquartered in Deerfield, Illinois and trades on the NYSE as FBIN.

Equal Employment Opportunity

FBIN is an equal employment opportunity employer and does not discriminate against any applicant based on race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability, marital status, protected veteran status, sexual orientation, genetic history or information, or any other legally protected characteristic.

We are committed to a diverse and inclusive workplace and encourage applicants from all backgrounds to apply. To support our efforts, we invite you to voluntarily share your gender, ethnicity, and veteran status. This information is confidential and helps us ensure an inclusive hiring process and improve our diversity initiatives.

Reasonable Accommodations

FBIN is committed to working with and providing reasonable accommodation to applicants with disabilities. If you need a reasonable accommodation for any part of the application or interview process, please contact us at [email protected]  and let us know the nature of your request along with your contact information. Resumes submitted to this email address will not be responded to.  

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