Customer Success Manager

Summary

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. The Customer Success Manager will lead end-to-end customer onboarding and payroll implementation, managing projects, customer relationships, data migration, training, go-live activities, and continuous process improvement.

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

Skills

• 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
• 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

Qualifications

Must Haves

• 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

Nice to Haves

• 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

Benefits

• Remote work environment
• Comprehensive benefits
• 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