Customer Success Manager
Role: Customer Success Manager Work Experience Required: 2+ Years Location: Remote (USA) Department: Customer Success About Lumber Lumber is an all-in-one construction workforce management platform that streamlines payroll, time tracking, safety, compliance, field productivity, rewards, and recognition for building contractors. We help businesses simplify workforce operations through technology-driven solutions. Role Overview We are looking for a Customer Success Manager to lead end-to-end customer onboarding and implementation for our payroll solution . This role requires strong project management skills, a bias for action, and the ability to take ownership of customer onboarding from initial discovery through successful implementation. The ideal candidate will be experienced in managing complex onboarding projects, coordinating cross-functional teams, and delivering a seamless customer experience. Prior experience in payroll is preferred but not mandatory; strong onboarding expertise, execution capabilities, and customer management skills are essential.
Key Responsibilities
Customer Onboarding: Own end-to-end onboarding and implementation for new customers across North America, ensuring a smooth transition from initial discovery to go-live. Project Management: Drive onboarding projects independently, manage timelines, track milestones, identify potential roadblocks, and ensure timely delivery. Solution Design: Understand customer requirements and design effective workflows to support payroll implementation, including data gathering, configuration, validation, and parallel payroll runs. Customer Relationship Management: Act as the primary point of contact during onboarding, building strong relationships with customers and ensuring alignment on project objectives and timelines. Cross-functional Collaboration: Work closely with Product, Engineering, and Payroll teams to resolve implementation challenges and ensure successful onboarding. Data Management: Oversee customer data collection, validation, and migration, ensuring data accuracy and implementation readiness. Implementation & Go-live: Drive implementation activities, coordinate testing and parallel payroll runs, and ensure customers are ready for a successful go-live. Training & Enablement: Conduct customer training sessions and provide guidance on platform functionality, workflows, and best practices. Issue Resolution: Proactively identify implementation risks, take ownership of challenges, and drive timely resolutions with minimal supervision. Continuous Improvement: Identify gaps in existing onboarding processes and recommend improvements to enhance implementation efficiency and customer experience.
Required Qualifications
Bachelor's degree in Business Administration, Accounting, Finance, or a related field. Minimum 2+ years of hands-on experience managing end-to-end customer onboarding and implementation. Strong project management skills, with the ability to independently manage multiple onboarding projects and competing priorities. Demonstrated bias for action, with a proactive approach to problem-solving, decision-making, and execution. Experience working directly with customers and managing stakeholder expectations throughout the onboarding lifecycle. Strong organizational, analytical, and communication skills, with the ability to manage complex implementation requirements. Ability to work independently, take ownership, and thrive in a fast-paced startup environment.
Preferred Qualifications
Prior experience in US payroll, payroll implementation, or payroll technology is preferred but not mandatory. Familiarity with US payroll processes, payroll data management, and compliance requirements. Experience with SaaS implementation, workforce management, or HR and payroll platforms. PMP certification or other relevant project management certifications would be an added advantage. Why Join Lumber? Be part of a growing technology company transforming workforce and payroll management for the construction industry. Take ownership of customer implementations and directly contribute to customer success. Work with a collaborative, fast-paced team focused on innovation and continuous improvement. Enjoy a remote work environment, competitive compensation, and comprehensive benefits.