Enterprise Customer Success Manager

MaintainX; Toronto, Montreal; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading IoT-enabled SaaS company in Montreal is seeking an Enterprise Customer Success Manager to enhance customer retention and satisfaction. You will build relationships with enterprise clients, support onboarding, conduct training, and analyze usage data. Ideal candidates have over 2 years in customer success management within B2B SaaS environments. This role offers competitive salary, healthcare benefits, and equity opportunities.

Benefits

Competitive salary

Healthcare, dental, and vision coverage

Equity opportunities

Qualifications

• 2+ years of experience in Customer Success in B2B SaaS.
• 5+ years of experience in customer-facing roles, preferably in a software company.
• Proven track record of driving customer success and retention.

Responsibilities

• Develop and maintain strong relationships with customers.
• Collaborate with sales and customer support teams.
• Conduct product demonstrations and training sessions.

Skills

Customer Success Management

Interpersonal Skills

Analytical Mindset

Customer Training

Job description

Overview

MaintainX is the world’s leading Asset and Work Intelligence platform for industrial and frontline environments. We are a modern IoT-enabled cloud-based tool for reliability, safety, and operations on physical equipment and facilities. MaintainX powers operational excellence for 11,000+ businesses including Duracell, Univar Solutions Inc., Titan America, McDonald’s, Brenntag, Cintas, Xylem, and Shell.

We recently completed a $150 million Series D round, bringing our total funding to $254 million and valuing the company at $2.5 billion.

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.

What you’ll do

• 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.

About you

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

Equal Employment Opportunity

MaintainX is an equal opportunity employer. Applications from all qualified individuals will be considered without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.