Customer Success Manager

MaintainX is the world's leading AI-powered maintenance and asset management platform, serving over 13,000 customers. The Customer Success Manager will act as a strategic partner to customers, focusing on driving value, retention, and growth through proactive engagement and account management.

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