Customer Success Manager (Enterprise)

MaintainX; United States; On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Flexible time off

Competitive salary and equity

Job summary

MaintainX is seeking a senior Customer Success professional to manage a $2M portfolio across 200–400 enterprise accounts. You will partner with Account Directors to drive retention, adoption, and expansion while engaging executive stakeholders with polished communication.

Use health signals and lifecycle insights to identify risks and growth opportunities; design scalable success motions like onboarding journeys and webinars for high-potential segments; collaborate with RevOps, Product,

Qualifications

• 5+ years of experience in Customer Success, Account Management, or customer-facing roles within B2B SaaS/software, preferably managing enterprise accounts.
• Excellent communication, presentation, and relationship-building skills, including product demos, training, and business reviews.

Responsibilities

• Manage a portfolio of $2M across 200–400 enterprise accounts within senior Account Director organization.
• Drive retention, adoption, and expansion in collaboration with Account Directors.
• Serve as a credible point of contact for executive stakeholders, delivering polished communication across digital and live channels.
• Leverage health signals, usage data, and lifecycle insights to identify risk, prioritize outreach, and uncover growth opportunities.
• Design scalable success motions — onboarding journeys, webinars, and campaigns — for a high-volume enterprise segment.
• Deliver targeted 1:1 engagement at lifecycle moments, including onboarding milestones, risk mitigation, and expansion talks.
• Identify churn indicators and deploy data-driven interventions to accelerate time to value.
• Collaborate with RevOps, Product, Marketing, and Support to align on account strategy and improve the customer journey.
• Experiment with automation, AI tools, and scalable workflows to engage a large, distributed customer base.
• Analyze engagement metrics and product usage to refine success programs and drive measurable outcomes across the portfolio.

Skills

Customer Success

Account Management

Data-driven mindset

Executive communication

B2B SaaS

Enterprise accounts

Tools

Salesforce

Gainsight

Outreach

Gong

Job description

• In this role, you will 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
• 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

Benefits

• Flexible time off
• Competitive salary and equity opportunities
• Training and development investments
• Comprehensive healthcare coverage

Proven track record of driving customer outcomes, adoption, retention, and long-term growthData-driven mindset with experience using analytics to identify risks, opportunities, and customer engagement prioritiesInterest in automation, AI, and scalable customer engagement strategies5+ years of experience in Customer Success, Account Management, or customer-facing roles within B2B SaaS/software, preferably managing enterprise accountsExcellent communication, presentation, and relationship-building skills, including product demos, training, and business reviewsProficiency with customer success, CRM, and engagement platforms such as Salesforce, Gainsight, Outreach, Gong, or similar toolsStrong executive presence with the ability to engage and influence C-suite and senior business stakeholdersExperience managing complex enterprise customers with multiple stakeholders, departments, and implementation cyclesStrong problem-solving skills and the ability to turn customer insights and data into actionHighly organized and process-oriented, with the ability to manage multiple priorities across a large portfolioExposure to industrial, manufacturing, facilities, engineering, or frontline workforce environments is a plusComfortable working in a fast-paced, dynamic environment while maintaining a high level of customer focus