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Scaled Enterprise Customer Success Manager

Toronto

MaintainX is the world's leading AI-powered maintenance and asset management platform, serving 13,000+ customers including Duracell, Shell, Cintas, and Brenntag. We raised $150M in Series D funding led by Bessemer Venture Partners and Bain Capital Ventures, bringing our total funding to $254M. We were named to the Forbes 2025 Cloud 100, the definitive ranking of the top 100 private cloud companies in the world. We're growing fast and hiring the talent to match.

As a Scaled Enterprise CSM, you will manage a portfolio of $2M across 200–400 small enterprise accounts, sitting within our senior-level Account Director organization. These accounts represent significant expansion potential and require a blend of scaled, data-driven engagement with the executive presence and polish needed to hold their own with stakeholders at large, complex organizations.

What you’ll do:

  • 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.

About you:

  • 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.
  • Exposure to an industrial or operational environment is a plus (e.g., manufacturing, facilities, engineering, or frontline workforce teams).
  • 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.

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 people across the globe who reflect the MaintainX values: Smart, Humble, Optimist. We believe in meritocracy, where ideas and effort are publicly celebrated.

About us

Our mission is to deliver one platform for maintenance, repair & operations teams to keep the physical world running. We believe the greatest asset in any organization is the people. That’s why we built an intuitive, mobile-first solution to help boost productivity and collaboration across teams and locations.

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.

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