Associate Customer Success Manager

Job Description:

Milwaukee Tool is looking for an Associate Customer Success Manager to help customers get more value from ONE-KEY. In this customer-facing role, you will guide new and existing customers through onboarding, product tours, demos, setup, and adoption. You will become a trusted product resource who can translate customer goals into practical workflows, remove roadblocks, and help customers build stronger habits around connected tools, inventory visibility, and jobsite productivity.

Customer onboarding is one of the most important moments in the customer journey. The Associate CSM helps set the tone for long-term success by making the product easy to understand, easy to adopt, and easier to use in the real world. You will partner closely with customers and internal teams to create a smooth onboarding experience, strengthen retention, and support a loyal customer base.

You’ll be DISRUPTIVE through these duties and responsibilities:

• Lead customer onboarding and product education. Conduct onboarding meetings, product tours, company presentations, trade show demos, and customer training sessions that help customers understand how to get started and where ONE-KEY can create value.
• Understand each customer’s goals and workflows. Ask thoughtful questions, document customer context, and connect product capabilities to the customer’s business priorities, jobsite realities, and desired outcomes.
• Drive adoption and time-to-value. Help customers configure their account, optimize setup, learn best practices, and build confidence using the platform as quickly as possible.
• Remove customer roadblocks. Identify and resolve issues tied to product questions, setup gaps, implementation challenges, support needs, or knowledge gaps before they slow adoption.
• Create a clear path for ongoing success. Provide practical account plans, recommended next steps, training resources, and follow-up actions that help customers achieve their goals more efficiently.
• Support customer retention. Monitor customer sentiment and adoption signals, surface risks early, and partner with the broader Customer Success team to keep customers engaged and successful.
• Partner cross-functionally. Collaborate with Sales, Support, Product, Marketing, and internal stakeholders to deliver a seamless customer experience and ensure customer feedback reaches the right teams.
• Represent the product with confidence. Develop deep ONE-KEY product knowledge and stay current on updates so you can educate customers, answer questions, and communicate value clearly.
• Maintain strong customer records. Track onboarding progress, customer conversations, product questions, follow-up actions, and adoption status in the appropriate CRM or customer success tools.
• Be a voice of the customer. Capture customer feedback, common friction points, workflow needs, and product improvement ideas to help strengthen the customer experience.

What Success Looks Like

• Customers complete onboarding with clear goals, confidence using the platform, and an understanding of where to go next.
• Customers reach early wins faster because setup, product education, and workflow guidance are clear and practical.
• Customer questions and roadblocks are resolved quickly through strong follow-up and internal collaboration.
• Customer records are accurate, actionable, and useful for Sales, Support, Product, and Customer Success teams.
• The Customer Success team gains repeatable insights that improve onboarding, training, adoption, and retention.

The TOOLS you’ll bring with you:

• Bachelor’s degree preferred, or equivalent practical experience.
• 1+ year of experience in customer success, customer service, support, sales, account management, communications, software onboarding, training, or a related customer-facing role.
• High emotional intelligence, strong listening skills, and the ability to build trust with customers quickly.
• Clear written and verbal communication skills, including the ability to explain software, workflows, and next steps to both technical and non-technical users.
• Ability to follow customer narratives, understand their point of view, and translate needs into workable solutions.
• Comfort de-escalating customer concerns while maintaining a positive, goal-driven relationship.
• Strong analytical and goal-oriented mindset, with the ability to prioritize actions based on customer impact.
• Technical aptitude and willingness to learn new software tools, customer success systems, and product workflows quickly.
• Working knowledge of CRM/customer success tools, presentation tools, and communication platforms preferred.
• Construction, trades, field operations, inventory management, SaaS, or connected-product experience is a plus.
• Willingness and ability to travel up to 50% for customer meetings, jobsite visits, events, trainings, and trade shows.

Who You Are

• A relationship builder. You earn trust by listening first, following through, and making customers feel supported.
• A practical problem solver. You can break down messy customer challenges into simple next steps.
• A product learner. You enjoy becoming an expert and helping others understand how technology fits into their work.
• A confident communicator. You are comfortable presenting, training, asking questions, and guiding conversations with customers.
• A team-first collaborator. You know customer success depends on coordination across Sales, Support, Product, and other internal teams.
• A customer advocate. You care about helping customers succeed, and you know when feedback needs to be elevated internally.

We provide these great perks and benefits:

• Robust health, dental and vision insurance plans
• Generous 401 (K) savings plan
• Education assistance
• On-site wellness, fitness center, food, and coffee service
• And many more, check out our benefits site HERE.

Milwaukee Tool is an equal opportunity employer.