In this role, 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:

• 5+ years of experience in Customer Success, Account Management, or customer-facing roles within B2B SaaS/software, preferably managing enterprise accounts.

• Experience managing complex enterprise customers with multiple stakeholders, departments, and implementation cycles.

• Proven track record of driving customer outcomes, adoption, retention, and long-term growth.

• Strong executive presence with the ability to engage and influence C-suite and senior business stakeholders.

• Excellent communication, presentation, and relationship-building skills, including product demos, training, and business reviews.

• Data-driven mindset with experience using analytics to identify risks, opportunities, and customer engagement priorities.

• Proficiency with customer success, CRM, and engagement platforms such as Salesforce, Gainsight, Outreach, Gong, or similar tools.

• Highly organized and process-oriented, with the ability to manage multiple priorities across a large portfolio.

• Strong problem-solving skills and the ability to turn customer insights and data into action.

• Comfortable working in a fast-paced, dynamic environment while maintaining a high level of customer focus.

• Interest in automation, AI, and scalable customer engagement strategies.

• Exposure to industrial, manufacturing, facilities, engineering, or frontline workforce environments is a plus.

This role is responsible for managing and supporting a customer portfolio based primarily in English-speaking markets (US/English Canada), requiring daily verbal and written communication in English with those customers.

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.