Customer Success Manager (Bilingual – English & Spanish)

MaintainX•Raleigh, NC

About The Position

MaintainX is the world's leading AI-powered maintenance and asset management platform, serving 13,000+ customers. We raised $150M in Series D funding. We are seeking a talented and motivated Bilingual Customer Success Manager (English & Spanish) to join our team. As a Bilingual Customer Success Manager (CSM) at MaintainX, you’ll be a strategic partner to our customers and drive value, retention and growth. In this role, you will manage a diverse book of business that includes both North American and LATAM-based customers. You will be fluent in both English and Spanish, capable of effectively communicating, training, and consulting with Spanish-speaking stakeholders to ensure full product adoption and alignment with business goals. 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.
Proven knack for making customers stick around, with results to show in retention and growth numbers.
Top-notch communicator and natural relationship builder, in both English and Spanish.
Experience leading live product demos and training sessions.
Sharp eye for spotting trouble early, knowing how to flag risks and turn them into wins.
Analytical mindset and ability to use insights to level up the customer experience.
Thrive in fast-paced, ever-evolving environments.

Nice To Haves

Fluent in both English and Spanish.
Product experts, risk detectives, and strategic time managers.
Ability to juggle competing priorities and adopt scalable 1:many strategies.
Experience with LATAM-based customers.

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.