Customer Success & Implementation Mgr at Fletcher Wakefield Design

Job Description

Job Description

Customer Success & Implementation Manager — Designer Platform

About Fletcher Wakefield

Fletcher Wakefield is a to-the-trade showroom in Stamford, CT serving interior designers across Fairfield County and the Tri-State area. For decades, the to-the-trade model has been defined by physical space — fabric walls, sample libraries, vendor relationships built in person. Fletcher Wakefield has all of that: 10,000+ fabric samples, exclusive vendor partnerships, and eight private design rooms.

Fletcher Wakefield is launching a purpose-built software platform that takes everything the showroom does — sourcing, quoting, ordering, project management — and brings it into a single digital environment designers can run their practice on. The showroom is no longer just a destination; it is the front door to a complete operating system for the design trade.

Position summary

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

·         Coordinate with the product team on configuration requests and unusual cases, and document each implementation to speed up future
onboardings

·         Training, enablement & support

·         Develop and maintain the onboarding playbook, including checklists, training materials, welcome communications, and follow-up
sequences

·         Record tutorial videos for all major workflows, including quoting, ordering, project setup, the 3D Visualizer, the Instant Quoting Tool, and
new features as they launch

·         Build and maintain the help center, including written guides, FAQs, and self-service walk-throughs

·         Provide direct support for designers during their first 90 days, handle incoming issues, and escalate when needed

·         Identify recurring questions and turn them into tutorials, help articles, or product feedback

·         Brand & platform marketing

·         Drive platform growth by owning the content and ideation behind how the platform is presented to the trade, including campaigns, case
studies, testimonials, feature announcements, social posts, and member communications

·         Manage the platform editorial calendar, including newsletters, release notes, and launch communications for new features

·         Partner with the in-house designer on visual execution; this role owns the strategy, messaging, and copy, while production and design
support is provided internally

Qualifications

Required

·         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

Based in or willing to relocate to Fairfield County; on-site at the Stamford showroom

Preferred

·         Background in interior design, architecture, or home furnishings

·         Experience onboarding customers onto an early-stage or recently launched SaaS product

·         Proficiency with screen recording and video editing tools such as Loom, Descript, or Camtasia

·         Proficiency with design tools such as Figma, Canva, or Adobe Creative Suite

·         Existing relationships within the Tri-State design community

Compensation: $55,000-$80,000/year + performance-based compensation tied to activation, retention, and platform growth metrics.