Customer Success Manager (Bilingual – English & Spanish)

MaintainX•Raleigh, NC

About The Position

MaintainX is seeking a talented and motivated Bilingual Customer Success Manager (English & Spanish) to join their team. This role involves being a strategic partner to customers, driving value, retention, and growth. The Customer Success Manager will manage a diverse book of business including North American and LATAM-based customers, requiring fluency in both English and Spanish for effective communication, training, and consulting with Spanish-speaking stakeholders. The role demands product expertise, risk detection, and strategic time management, balancing proactive engagements with scalable impact. The ideal candidate can juggle competing priorities, prioritize impactful customer engagements, and adopt scalable 1:many strategies to drive adoption and account growth.

Requirements

2+ years of experience in Customer Success at a B2B SaaS or software company.
Proven ability to retain and grow customer accounts.
Excellent communication and relationship-building skills in both English and Spanish.
Experience leading live product demos and training sessions.
Ability to identify risks and mitigate them.
Analytical mindset with the ability to use data and insights to improve customer experience.
Comfortable working in fast-paced, evolving environments.

Nice To Haves

Experience making customers stick around, with demonstrated retention and growth numbers.
Making live product demos and training sessions look effortless.

Responsibilities

Manage a book of accounts with a focus on segmentation and strategic prioritization, including both English-speaking and Spanish-speaking (LATAM) customers.
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.
Deliver end user training and enablement through both 1:1 and 1:many formats (e.g., webinars, workshops, learning series) in both English and Spanish.
Build strong, trust-based relationships with key stakeholders and multi-thread within accounts.
Lead Business Impact Reviews and Tune-Ups to demonstrate ROI and deepen strategic alignment.
Partner with Sales and Support to identify upsell opportunities and expansion paths.
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.
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.