Customer Success Manager

MaintainX is the world's leading Asset and Work Intelligence platform for industrial and frontline environments. They are seeking a Customer Success Manager to drive value, retention, and growth by managing customer accounts, delivering training, and identifying upsell opportunities.

Responsibilities:

• Manage a book of accounts with a focus on segmentation and strategic prioritization
• Create and execute success plans aligned with customer business objectives and value metrics
• Monitor account health using data and behavioral indicators to adapt engagement strategies
• Deliver end user training and enablement through both 1:1 and 1:many formats (e.g., webinars, workshops, learning series)
• Build strong, trust-based relationships with key stakeholders and multi-thread within accounts
• Lead Business Impact Reviews and Tune-Ups (our spin on health checks) to demonstrate ROI and deepen strategic alignment
• Partner with Sales and Support to identify upsell opportunities and expansion paths
• Identify and address early signs of churn through data and sentiment analysis and activate retention plays
• Serve as a primary escalation point and coordinate cross-functional resolution efforts
• Regularly communicate product value via impact reporting and usage insights
• Funnel product feedback from customers to internal teams, contributing to product roadmap evolution
• Contribute to the evolution of our CSM team’s playbooks, systems, and culture

Requirements:

• 2+ years of rocking it in Customer Success at a B2B SaaS or software company, you know what it takes to keep customers happy and engaged
• A proven knack for making customers stick around, you've got the results to show with your retention and growth numbers
• Top-notch communicator and natural relationship builder, whether it's Zoom, email, or face-to-face, you make people feel heard and supported
• You've led live product demos and training sessions that leave users excited and confident (bonus points if you make it look effortless)
• A sharp eye for spotting trouble early, you know how to flag risks and turn them into wins
• Comfortable diving into data, you've got an analytical mindset and use insights to level up the customer experience
• You thrive in fast-paced, ever-evolving environments, where no two days are the same — and you wouldn't have it any other way!