Manager, Scaled Customer Success

MaintainX; Toronto, Montreal; On-site; CAD 80,000 - 110,000; Full time

Job summary

A leading asset management company in Toronto is seeking a Manager, Scaled Customer Success to drive engagement and retention strategies across their global customer base. The role involves leading a team, designing scalable programs, and utilizing tools to measure impact. Ideal candidates have 5+ years in Customer Success with strong leadership and strategic skills. The company offers a competitive salary and equity opportunities, along with comprehensive healthcare benefits.

Benefits

Competitive salary

Healthcare, dental, and vision coverage

401(k) / RRSP enrolment

Take-what-you-need PTO

Qualifications

• 5+ years of experience in Customer Success, Account Management, or related fields.
• 2+ years of experience managing or mentoring team members.
• Proven success leading or building digital/tech-touch or scaled success programs.
• Strong understanding of customer segmentation, lifecycle management, and engagement strategies.
• Excellent communication, analytical, and project management skills.

Responsibilities

• Manage, coach, and grow a high-performing team of Customer Success Specialists.
• Design and execute digital-first engagement models.
• Define and implement processes, workflows, and KPIs.
• Utilize tools to streamline success motions and measure impact.
• Partner with cross-functional teams for seamless customer experiences.
• Use data to refine programs and improve adoption.

Skills

Customer Success expertise

Leadership and coaching skills

Strategic thinking

Data-driven optimization

Collaboration

Tools

Gainsight

Outreach

HubSpot

Intercom

Job description

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 12,000 businesses including Duracell, Univar Solutions Inc., Titan America, McDonald's, Brenntag, Cintas, Xylem, and Shell.

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

Job Summary

MaintainX helps frontline teams work smarter by digitizing work orders, maintenance schedules, safety inspections, and operating procedures. Our mission is to empower thousands of companies worldwide to improve efficiency, reduce downtime, and drive operational excellence.

We’re looking for a Manager, Scaled Customer Success to lead and grow our rapidly expanding Scaled Customer Success team. This role sits at the intersection of strategy, execution, and technology — ideal for a builder who thrives on creating scalable, data‑driven programs that deliver measurable impact. You’ll lead a team of Customer Success Specialists, develop digital engagement strategies, and implement scalable customer programs to drive adoption, retention, and expansion across our global customer base.

What You’ll Do

Lead & Develop a Team: Manage, coach, and grow a high‑performing team of Customer Success Specialists focused on scaled engagement and digital success initiatives.

Build Scalable Programs: Design and execute digital‑first engagement models, including one‑to‑many email campaigns, onboarding webinars, in‑app guidance, and community‑driven experiences.

Operationalize Success: Define and implement processes, workflows, and KPIs to improve efficiency, scalability, and consistency across the customer journey.

Leverage Technology: Utilize tools like Gainsight, Outreach, Gong, and other automation platforms to streamline success motions, segment customers, and measure impact.

Collaborate Cross‑Functionally: Partner with teams across Customer Education, Product, Marketing, Data, and Account Management to ensure seamless, value‑driven customer experiences.

Analyze & Optimize: Use data and insights to continuously refine programs, improve adoption, and enhance customer satisfaction and retention metrics.

About You

Proven experience designing and executing scalable customer success or lifecycle programs.

Inspirational leader and mentor with strong coaching and people‑development skills.

Strategic thinker with the ability to move between high‑level vision and detailed execution.

Proficient in Customer Success tools and automation platforms (e.g., Gainsight, Outreach, HubSpot, Intercom).

Data‑driven, analytical, and passionate about optimizing processes for efficiency and impact.

Highly collaborative, empathetic, and customer‑obsessed.

Qualifications

5+ years of experience in Customer Success, Account Management, or related fields.

2+ years of experience managing or mentoring team members.

Proven success leading or building digital/tech‑touch or scaled success programs.

Strong understanding of customer segmentation, lifecycle management, and engagement strategies.

Excellent communication, analytical, and project management skills.

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 global teammates who reflect our 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 its 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.