Customer Success Manager - EMEA

MaintainX; Ireland; On-site; EUR 60,000 - 100,000; Full time

Job summary

MaintainX is seeking a Customer Success Manager to become the first CSM in Europe, Middle East, and Africa (EMEA). You will own a book of strategic accounts, drive product adoption, and lead initiatives to retain and grow customer value.

You will collaborate with Sales, Support, and product teams, delivering proactive engagements and scalable strategies to maximize ROI across your region. Fluent English and strong relationship skills are essential.

Qualifications

• 4+ years in Customer Success at a B2B SaaS or software company.
• Proven retention and growth results.
• Comfortable building something new in a fast-growing region.
• Excellent written and verbal communication across Zoom, email, and in person.
• Experience leading live product demos and training sessions.
• Analytical mindset with data-driven decision making.
• Thrives in fast-paced, evolving environments.
• Proficient in English.

Responsibilities

• Account Ownership and prioritization: manage a book of accounts and prioritize engagements.
• Product Adoption and Retention: train users and drive adoption at scale.
• Risk Mitigation & Support: identify churn signals and coordinate cross-functional resolution.
• Value Realization: communicate product value and feed feedback into roadmaps.

Skills

Customer Success

Retention & Growth

Data Analytics

Live Demos

Communication

Independent Initiative

Job description

MaintainX is a leading mobile-first work execution platform for industrial and frontline teams. More than 13,000 customers , including Duracell, McDonald's, Shell, DHL and Volvo, use MaintainX to cut unplanned downtime and run better operations, across 13.9 million managed assets and 79.5 million completed work orders.

In August 2026 MaintainX became part of Autodesk, joining Autodesk Operations Solutions , the organization unifying Autodesk's operations platform alongside Tandem, FlexSim and Fusion Operations. Autodesk's strategy is to converge design, make and operate into one continuous lifecycle: design an asset, build it, run it, then feed what you learn running it back into the next design. Autodesk had design and make. Operate is the phase that tells you what actually happened, and it is ours.

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 is a ground-floor opportunity: you'll be our first Customer Success Manager in EMEA. You'll shape how we serve customers in the region and help build the foundation for our growth there, with the backing of a collaborative, experienced CS team that's ready to support you every step of the way.

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.

What you’ll do:

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.
• Establish and grow our Customer Success presence in EMEA, building relationships and best practices tailored to the region.

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.
• 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, including how we adapt them for EMEA customers.

Required Qualifications:

• 4+ 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.
• You're energized by building something new, comfortable with ambiguity, and able to take initiative and make smart decisions independently as our first CSM in the region.
• 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!
• Proficiency in English

Preferred Qualifications:

• Industry or field experience is a huge plus. If you've worked in maintenance, manufacturing, facilities, field service, or another asset‑intensive industry, or have hands‑on experience with CMMS/EAM tools, you'll speak our customers' language from day one.
• Conversational proficiency in second language is a huge plus

Our mission is to keep the physical world running. Factories, fleets, hospitals and campuses stay up because the people who maintain them have tools worth using. That is what we build.

Compensation and benefits. Base pay is one part of the package. Depending on the role, compensation may also include commission, an annual bonus and equity. Benefits differ by country. For roles in the United S