Enterprise Customer Success Manager

MaintainX; San Francisco (CA); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Equity opportunities

Healthcare

401(k) plan

PTO

Job summary

MaintainX, a leading AI-powered maintenance and asset management platform, is seeking a senior Customer Success professional to manage a $2M portfolio across 200+ enterprise accounts. You will partner with Account Directors to drive retention, adoption, and expansion, engaging executive stakeholders with polished communication across digital and live channels.

You will leverage health signals and usage data to identify risks and uncover growth, designing scalable success motions and 1:1

Qualifications

• 5+ years in Customer Success, Account Management, or similar in B2B SaaS.
• Experience with managing enterprise accounts and multiple stakeholders.
• Proven track record of adoption, retention, and growth.
• Strong executive presence with C-suite influence.
• Excellent communication, presentation, and relationship-building skills.
• Data-driven mindset with analytics to identify risks and opportunities.
• Proficiency with Salesforce, Gainsight, Outreach, Gong, or similar tools.
• Highly organized and able to manage multiple priorities.
• Comfortable in fast-paced environments with strong customer focus.
• Interest in automation, AI and scalable engagement strategies.
• Exposure to industrial or manufacturing environments is a plus.

Responsibilities

• Manage a portfolio of $2M across 200+ enterprise accounts, partnering 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.

Skills

Enterprise accounts

Executive presence

Data-driven

Customer engagement

Cross-functional collaboration

Salesforce / Gainsight

Tools

Salesforce

Gainsight

Outreach

Gong

Job description

MaintainX is the world's leading AI-powered maintenance and asset management platform, serving 14,000+ customers including Duracell, Shell, Cintas, and Brenntag. We raised $150M in Series D funding led by Bessemer Venture Partners and Bain Capital Ventures, bringing our total funding to $254M. We were named to the Forbes 2025 Cloud 100, the definitive ranking of the top 100 private cloud companies in the world. We're growing fast and hiring the talent to match.

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.

What You’ll Do

• 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.

About You

• 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.

What’s In It For You

• 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.

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.