Enterprise Customer Success Manager

About the role

Manage a portfolio of $2M across 200–400 small enterprise accounts, sitting within our senior-level Account Director organization. These accounts represent significant expansion potential and require a blend of scaled, data-driven engagement with the executive presence and polish needed to hold their own with stakeholders at large, complex organizations.

Responsibilities

• Manage a portfolio of $2M across 200+ enterprise accounts, partnering closely with Account Directors to drive retention, adoption, and expansion.
• Serve as a credible point of contact for executive stakeholders at enterprise organizations, delivering clear and polished communication across digital and live channels.
• Leverage customer health signals, usage data, and lifecycle insights to proactively identify risk, prioritize outreach, and uncover growth opportunities within your book.
• Design and execute scalable success motions — automated lifecycle campaigns, onboarding journeys, webinars, and office hours — tailored to the needs of a high-volume, high-potential account segment.
• Deliver targeted 1:1 engagement at critical lifecycle moments, including onboarding milestones, executive check-ins, risk mitigation, and expansion conversations.
• Identify early indicators of churn or stalled adoption and deploy data-driven interventions to remove blockers and accelerate time to value.
• Collaborate with Account Directors, RevOps, Product, Marketing, and Support to align on account strategy and improve the overall customer journey.
• Experiment with automation, AI tools, and scalable workflows to improve how we engage and support a large, distributed customer base.
• Analyze engagement metrics and product usage patterns to continuously refine success programs and drive measurable outcomes across your portfolio.

Requirements

• 5+ years of experience in Customer Success, Account Management, or customer-facing roles within B2B SaaS/software, preferably managing enterprise accounts.
• Experience managing complex enterprise customers with multiple stakeholders, departments, and implementation cycles.
• Proven track record of driving customer outcomes, adoption, retention, and long-term growth.
• Strong executive presence with the ability to engage and influence C-suite and senior business stakeholders.
• Excellent communication, presentation, and relationship-building skills, including product demos, training, and business reviews.
• Data-driven mindset with experience using analytics to identify risks, opportunities, and customer engagement priorities.
• Proficiency with customer success, CRM, and engagement platforms such as Salesforce, Gainsight, Outreach, Gong, or similar tools.
• Highly organized and process-oriented, with the ability to manage multiple priorities across a large portfolio.
• Strong problem-solving skills and the ability to turn customer insights and data into action.
• Comfortable working in a fast-paced, dynamic environment while maintaining a high level of customer focus.
• Interest in automation, AI, and scalable customer engagement strategies.
• Exposure to industrial, manufacturing, facilities, engineering, or frontline workforce environments is a plus.

Benefits

• 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 people across the globe who 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.