Customer Success Manager

MaintainX•Raleigh, NC

12d

About The Position

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 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.

Requirements

2+ 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.
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!

Responsibilities

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.
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 and 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.