Who you are

- 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

What the job involves

- 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

- 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

Benefits

- Flexible time off
- Market-competitive salary and equity opportunities

- Training and development investments

- Comprehensive healthcare coverage

📌 Customer Success Manager (Miami)
🏢 MaintainX
📍 Miami