Customer Success Manager (Bilingual – English & Spanish)

MaintainX is the world's leading AI-powered maintenance and asset management platform, serving a diverse customer base. They are seeking a Bilingual Customer Success Manager to manage accounts, drive product adoption, and ensure customer satisfaction for both English and Spanish-speaking clients.

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 (our spin on health checks) 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

Requirements:

• Fluent in both English and Spanish
• 2+ years of experience in Customer Success at a B2B SaaS or software company
• Proven track record of customer retention and growth
• Excellent communication skills and natural relationship builder in both English and Spanish
• Experience leading live product demos and training sessions
• Ability to identify risks and turn them into opportunities
• Analytical mindset with the ability to dive into data and use insights to improve customer experience
• Ability to thrive in fast-paced, ever-evolving environments