Key skills
ShellAISaaSLeadershipCommunicationCustomer SuccessSales
About this role
MaintainX is the world's leading AI-powered maintenance and asset management platform, serving 13,000+ customers including Duracell, Shell, Cintas, and Brenntag. The Enterprise Customer Success Manager will drive customer success and retention for the enterprise segment by building strong relationships with customers and ensuring their ongoing satisfaction with the software products.
Responsibilities:
- Develop and maintain strong relationships with customers, becoming a trusted advisor and advocate for their success
- Collaborate with sales and customer support teams to identify opportunities for upsell and cross-sell
- Conduct product demonstrations, training sessions and webinars to ensure customers are fully onboarded and able to use our products effectively
- Monitor product usage and key performance indicators and perform Quarterly Business Reviews with leadership staff and champions
- Resolve customer issues and concerns, working closely with internal teams to ensure timely resolution
- Mitigate churn by proactively identifying lagging facilities within an enterprise organization and presenting strategies to improve their product adoption and overall value
- Leverage behavioural data to segment your book of business and develop communication strategies driving the greatest impact at scale
Requirements:
- 5+ years of experience in Customer Success in B2B SaaS/Software managing an Enterprise book of business
- 5+ years of experience in customer facing roles, preferably in a software company
- Experience managing enterprise accounts with multiple stakeholders, departments, and implementation cycles
- Proven track record of driving customer success and retention
- Strong communication and interpersonal skills, with the ability to build rapport and trust with customers
- Experience conducting product demonstrations and training sessions
- Analytical mindset with experience using data to drive decisions and improve customer success
- Comfortable working in a fast-paced, dynamic environment