Customer Success Manager

Customer Success Manager

As a Customer Success Manager (CSM) at MaintainX, you'll be a strategic partner to our customers and drive value, retention and growth. Our CSMs are not just support partners, they are product experts, risk detectives, and strategic time managers who balance proactive engagements with scale impact efficiently across their book of business.

This isn't a standard playbook-following role. We're looking for someone who can juggle competing priorities, prioritize the most impactful customer engagements and adopt scalable 1:many strategies to drive adoption and account growth.

Account Ownership and Prioritization

• 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.

Product Adoption and Retention

• 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.

Risk Mitigation & Support

• 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.

Value Realization

• 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.

About you:

• 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!

What's in it for you:

• 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.

About us:

Our mission is to deliver one platform for maintenance, repair & operations teams to keep the physical world running. We believe the greatest asset in any organization is the people. That's why we built an intuitive, mobile-first solution to help boost productivity and collaboration across teams and locations.

MaintainX is committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.