Customer Success Manager

Company Overview

MaintainX is an AI-driven maintenance and asset management platform used by more than 13,000 customers, including well-known organizations such as Duracell, Shell, Cintas, and Brenntag. The company recently secured $150M in Series D financing, led by Bessemer Venture Partners and Bain Capital Ventures, and its total funding now stands at $254M. MaintainX was also recognized in the Forbes 2025 Cloud 100, which highlights the top 100 private cloud companies globally.

The business is expanding quickly and is looking for a motivated Customer Success Manager to join the team in Toronto, Ontario, Canada.

Role Summary

In this role, you will act as a strategic advisor to customers, helping them realize value, stay engaged, and grow with the platform. Rather than functioning as a traditional support contact, you will operate as a product expert, identify risk early, and manage your time across a portfolio of accounts with a strong focus on scalable customer engagement.

The position calls for someone who can handle shifting priorities, focus on the highest-impact customer interactions, and use 1-to-many approaches to support adoption and account growth efficiently.

Key Responsibilities

• Own a portfolio of accounts and manage them with careful segmentation and thoughtful prioritization.
• Develop and implement customer success plans that align with business goals and value outcomes.
• Track account health through usage trends and behavioral signals, then adjust engagement plans accordingly.
• Run training and enablement sessions for users in both one-on-one and group formats such as webinars, workshops, and learning programs.
• Build trusted relationships with important stakeholders and connect with multiple contacts within each account.
• Lead Business Impact Reviews and Tune-Ups to show return on investment and strengthen strategic alignment.
• Work closely with Sales and Support to uncover expansion opportunities and potential upsells.
• Spot early warning signs of churn using data and sentiment indicators, then launch retention actions.
• Act as a main escalation contact and help drive resolution across teams.
• Share product value through impact reports and usage insights on a regular basis.
• Collect customer feedback and route it to internal teams to influence product development priorities.
• Help improve the team’s playbooks, systems, and overall culture.

Candidate Profile

You should bring at least 2 years of experience in Customer Success within a B2B SaaS or software environment. A track record of supporting retention and growth is important, along with strong communication skills and the ability to build relationships across Zoom, email, and in-person settings.

Experience leading product demos and live training sessions is expected, as is the ability to recognize risks early and convert them into positive outcomes. You should also be comfortable working with data, using analysis to improve the customer experience, and thriving in a fast-moving environment where priorities can change often.

What’s Offered

• Competitive compensation along with meaningful equity opportunities.
• Medical, dental, and vision insurance coverage.
• 401(k) / RRSP enrollment support.
• Flexible PTO policy that lets you take the time you need.
• A collaborative global culture shaped by the values Smart Humble Optimist.
• A merit-based environment where ideas and effort are recognized publicly.

About the Mission

MaintainX aims to provide a single platform for maintenance, repair, and operations teams so they can keep the physical world running. The company believes people are the most important asset in any organization and has built a mobile-first product designed to improve productivity and teamwork across sites and locations.

Equal Opportunity Commitment

MaintainX is dedicated to building a diverse workplace. All qualified candidates will be considered without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.