Enterprise Customer Success Manager

MaintainX is the world leading mobile-first workflow management platform for industrial and frontline workers. We are a modern IoT enabled cloud based tool for maintenance, safety, and operations on equipment and facilities.  MaintainX powers operational excellence for 9,000+ businesses including Duracell, Univar Solutions Inc., Titan America, McDonalds, Brenntag, Cintas, Michaels, and Shell.

We’ve raised $104 million in venture capital following a recent Series C funding round led by Bain Capital Ventures, Bessemer Ventures, August Capital, Amity Ventures, Ridge Ventures as well as CEO’s from GE, Twilio, Toast and PagerDuty.

The Enterprise Customer Success Manager will be responsible for driving customer success and retention for our enterprise segment. In this role, you will work closely with our Account Directors and customer support teams to build strong relationships with customers, understand their needs and help them achieve their goals using our software products. You will be one of the primary contacts for our largest and most complex customers, helping them onboard and adopt our products, providing training and support, and ensuring their ongoing satisfaction.

 

• 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.

• 5+ years of experience in a customer success role, preferably in a software company.
• 2+ years of experience in Customer Success in B2B SaaS/Software managing an Enterprise book of business.
• 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.

What’s in it for you:

• Competitive salary and meaningful equity opportunities.
• Healthcare, dental, and vision coverage.
• 401(k) / RRSP enrollment 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.

Our mission is to make the life of blue-collar workers easier worldwide by creating software that meets their needs and realities. Our product is truly life-changing for 80% of the workforce that doesn’t work behind a desk and needs enterprise-grade software at their fingertips.

 

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.