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Senior Enterprise Client Success Manager
3 months ago
MaintainX, Inc. is the premier mobile-first workflow management platform tailored for industrial and frontline personnel. Our innovative IoT-enabled cloud solution is designed for maintenance, safety, and operational efficiency concerning equipment and facilities. We empower over 7,500 organizations, including notable names such as Duracell, Univar Solutions Inc., Titan America, McDonald's, Brenntag, Cintas, Michaels, and Shell.
Having successfully raised $104 million in venture capital during our recent Series C funding round, led by esteemed firms like Bain Capital Ventures, Bessemer Ventures, August Capital, Amity Ventures, and Ridge Ventures, along with contributions from CEOs of major companies such as GE, Twilio, Toast, and PagerDuty, we are poised for significant growth.
The Senior Enterprise Client Success Manager will play a crucial role in enhancing customer satisfaction and retention within our enterprise sector. This position involves close collaboration with our Account Directors and customer support teams to foster robust relationships with clients, understand their requirements, and assist them in achieving their objectives through our software solutions. You will serve as a primary liaison for our most significant and intricate clients, guiding them through onboarding, product adoption, training, and ongoing support to ensure their satisfaction.
Key Responsibilities:- Establish and nurture strong relationships with clients, becoming a trusted advisor and advocate for their success.
- Work in tandem with sales and customer support teams to pinpoint opportunities for upselling and cross-selling.
- Facilitate product demonstrations, training sessions, and webinars to guarantee clients are fully onboarded and proficient in utilizing our products.
- Track product usage and key performance indicators, conducting Quarterly Business Reviews with leadership and client champions.
- Address client issues and concerns, collaborating with internal teams to ensure prompt resolution.
- Reduce churn by proactively identifying underperforming facilities within an enterprise and proposing strategies to enhance product adoption and overall value.
- Utilize behavioral data to segment your client portfolio and devise impactful communication strategies at scale.
- 5+ years of experience in a customer success role, ideally within a software organization.
- 2+ years of experience in Customer Success in B2B SaaS/Software managing an Enterprise portfolio.
- Experience managing enterprise accounts with multiple stakeholders, departments, and implementation cycles.
- Demonstrated success in driving customer satisfaction and retention.
- Exceptional communication and interpersonal skills, with the ability to build rapport and trust with clients.
- Experience in conducting product demonstrations and training sessions.
- Analytical mindset with a proven ability to leverage data for decision-making and enhancing customer success.
- Comfortable operating in a fast-paced, dynamic environment.
What We Offer:
- Competitive salary and meaningful equity opportunities.
- Comprehensive healthcare, dental, and vision coverage.
- 401(k) / RRSP enrollment program.
- Flexible paid time off policy.
- A work culture that values:
- Collaboration with diverse teams globally that embody the MaintainX values: Smart, Humble, Optimist.
- A meritocratic environment where ideas and efforts are recognized and celebrated.
Our mission is to simplify the lives of blue-collar workers globally by developing software that addresses their needs and realities. Our product is transformative for the 80% of the workforce that operates outside of traditional office settings and requires enterprise-grade software at their fingertips.
MaintainX is dedicated to fostering a diverse workplace. All qualified candidates will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
