Manager of Customer Success

MaintainX is the world's leading mobile-first workflow management platform for industrial and frontline workers. We are a modern IoT enabled cloud based tool for maintenance, safety, and operations on equipment and facilities. MaintainX powers operational excellence for 7,500+ businesses including Duracell, Univar Solutions Inc., Titan America, McDonald's, Brenntag, Cintas, Michaels, and Shell.

We've raised $104 million in venture capital following a recent Series C funding round led by Bain Capital Ventures, Bessemer Ventures, August Capital, Amity Ventures, Ridge Ventures as well as CEO’s from GE, Twilio, Toast and PagerDuty.

As the Manager of Customer Success, you will play a pivotal role in leading a team of Customer Success Managers responsible for ensuring customers achieve their desired outcomes while using our products and services. This role involves overseeing the customer lifecycle, driving customer adoption, retention, and expansion, and aligning customer strategies with the company's business objectives. The ideal candidate will possess excellent leadership skills, a strong customer-centric mindset, and a deep understanding of customer success practices.

What you’ll do:

• Lead the customer success teams, including hiring, training, and performance management.
• Partner with Account Managers and Account Directors (who own renewal and expansion) to ensure our customers achieve their desired outcomes.
• Develop and implement customer success strategies to improve customer experience, increase efficiency, and improve net dollar retention.
• Utilize data and analytics to drive decision-making and improvements in customer success.
• Use Gainsight to manage customer success operations and ensure consistency and quality of customer engagement across all channels.
• Develop and implement processes and procedures to ensure consistent and high-quality customer engagement.
• Monitor and report on key performance indicators (KPIs) related to customer success.
• Drive continuous improvement by identifying and addressing operational inefficiencies and bottlenecks.
• Stay up-to-date with industry trends and best practices related to customer support and operations, as well as data operations.

About you:

• Proven track record (3-5+ years) in leading and scaling customer success teams that specialize in product adoption or customer onboarding.
• Experience building and scaling a Customer Success team in a B2B SaaS environment, ideally with a product-led growth approach.
• Strong analytical and problem-solving skills, with experience using data and analytics to drive decision-making.
• Experience working with Gainsight and Salesforce, as well as other customer operations tools such as Zendesk, Intercom, and Rocketlane.
• Excellent communication and collaboration skills.
• Experience working in a fast-paced and dynamic environment.
• Proven ability to lead and motivate teams to achieve goals and deliver exceptional results.
• Nice to have: Knowledge in the Manufacturing Industry, CMMS (Computerized Maintenance Management System), EAM (Enterprise Asset Management), and ERP (Enterprise Resource Planning).

What’s in it for you:

• Competitive salary and meaningful equity opportunities.
• Healthcare, dental, and vision coverage.
• 401(k) / RRSP enrollment program.
• Take what you need PTO.
• A Work Culture where:
• You’ll work alongside folks across the globe that reflect the MaintainX values, Smart Humble Optimist.
• We believe in meritocracy, where ideas and effort are publicly celebrated.

About us:

Our mission is to make the life of blue-collar workers easier worldwide by creating software that meets their needs and realities. Our product is truly life-changing for 80% of the workforce that doesn’t work behind a desk and needs enterprise-grade software at their fingertips.

MaintainX is committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.