[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. MaintainX is the world's leading AI-powered maintenance and asset management platform, serving over 13,000 customers. The Customer Success Manager will be responsible for managing customer accounts, driving product adoption, and ensuring customer satisfaction and retention.

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

Skills

• 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!

Benefits

• Competitive salary and meaningful equity opportunities.
• Healthcare, dental, and vision coverage.
• 401(k) / RRSP enrolment program.
• Take what you need PTO.
• A Work Culture where: + You’ll work alongside folks across the globe that reflect the MaintainX values, Smart Humble Optimist. + We believe in meritocracy, where ideas and effort are publicly celebrated.

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