Enterprise Customer Success Manager

MaintainX • Raleigh, NC

5h

About The Position

The Enterprise Customer Success Manager will be responsible for driving customer success and retention for our enterprise segment. In this role, you will work closely with our Account Directors and customer support teams to build strong relationships with customers, understand their needs and help them achieve their goals using our software products. You will be one of the primary contacts for our largest and most complex customers, helping them onboard and adopt our products, providing training and support, and ensuring their ongoing satisfaction.

Requirements

• 5+ years of experience in Customer Success in B2B SaaS/Software managing an Enterprise book of business.
• 5+ years of experience in customer facing roles, preferably in a software company.
• Experience managing enterprise accounts with multiple stakeholders, departments, and implementation cycles.
• Proven track record of driving customer success and retention.
• Strong communication and interpersonal skills, with the ability to build rapport and trust with customers.
• Experience conducting product demonstrations and training sessions.
• Analytical mindset with experience using data to drive decisions and improve customer success.
• Comfortable working in a fast-paced, dynamic environment.

Responsibilities

• Develop and maintain strong relationships with customers, becoming a trusted advisor and advocate for their success.
• Collaborate with sales and customer support teams to identify opportunities for upsell and cross-sell.
• Conduct product demonstrations, training sessions and webinars to ensure customers are fully onboarded and able to use our products effectively.
• Monitor product usage and key performance indicators and perform Quarterly Business Reviews with leadership staff and champions.
• Resolve customer issues and concerns, working closely with internal teams to ensure timely resolution.
• Mitigate churn by proactively identifying lagging facilities within an enterprise organization and presenting strategies to improve their product adoption and overall value.
• Leverage behavioural data to segment your book of business and develop communication strategies driving the greatest impact at scale.

Benefits

• Competitive salary and meaningful equity opportunities.
• Healthcare, dental, and vision coverage.
• 401(k) / RRSP enrollment program.
• Take what you need PTO.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed