Scaled Enterprise Customer Success Manager

MaintainX is the world's leading AI-powered maintenance and asset management platform, serving over 13,000 customers. They are seeking a Scaled Enterprise Customer Success Manager to manage a portfolio of $2M across small enterprise accounts, focusing on retention, adoption, and expansion while engaging with executive stakeholders.

Responsibilities:

• 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

Requirements:

• 3+ years of experience in Customer Success, Account Management, or a customer-facing role, preferably with exposure to enterprise or complex accounts
• Comfortable engaging with senior business stakeholders, including C-suite and VP-level executives at large organizations — you communicate with confidence, clarity, and polish
• Experienced working with data and analytics to inform decisions, prioritize engagement, and identify risk and opportunity across a large account base
• Familiar with customer success platforms, CRM tools, and automation systems (e.g., Gainsight, Salesforce, Outreach, Gong) and eager to apply them at scale
• Curious about automation and AI and motivated to find smarter, more scalable ways to engage and support customers
• Highly organized and process-driven, with the ability to manage multiple programs and a large portfolio simultaneously without dropping the ball
• Strong analytical and problem-solving skills — you translate data into insight and insight into action
• Passionate about customer outcomes and energized by the opportunity to build scalable programs that make a real impact
• Exposure to an industrial or operational environment is a plus (e.g., manufacturing, facilities, engineering, or frontline workforce teams)