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Customer Success Manager (Bilingual - English & Spanish)

External
MaintainX logoMaintainx · Montreal, Canada
Full-timeOn-site1mo ago
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About the role

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

Responsibilities

  • Our CSMs are not just support partners, they are product experts, risk detectives, and strategic time managers who balance proactive engagements with scale impact efficiently across their book of business.
  • This isn't a standard playbook-following role. We're looking for someone who can juggle competing priorities, prioritize the most impactful customer engagements and adopt scalable 1:many strategies to drive adoption and account growth.
  • Account Ownership and Prioritization
  • 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.
  • Product Adoption and Retention
  • 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.
  • Risk Mitigation & Support
  • 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.
  • Value Realization
  • 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.
  • About You:
  • 2+ years of rocking it in Customer Success at a B2B SaaS or software company, you know what it takes to keep customers happy and engaged.
  • A proven knack for making customers stick around, you've got the results to show with your retention and growth numbers.
  • Top-notch communicator and natural relationship builder, whether it's Zoom, email, or face-to-face, you make people feel heard and supported - in both English and Spanish.
  • You've led live product demos and training sessions that leave users excited and confident (bonus points if you make it look effortless).
  • A sharp eye for spotting trouble early, you know how to flag risks and turn them into wins.
  • Comfortable diving into data, you've got an analytical mindset and use insights to level up the customer experience.
  • You thrive in fast-paced, ever-evolving environments, where no two days are the same - and you wouldn't have it any other way!

Benefits

Competitive salary and meaningful equity opportunities.Healthcare, dental, and vision coverage.401(k) / RRSP enrolment 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.Health insuranceDental insuranceVision insurance401(k)Paid time offEquity / stock optionsPerformance bonus

Additional Information

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. 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. We are currently seeking a talented and motivated Bilingual Customer Success Manager (English & Spanish) to join our team.

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