Customer Success Manager driving expansion revenue for Hospitable’s short - term rental software. Managing consultative customer engagement, product adoption, QBRs, and revenue pipeline performance.
About the role
- Customer Success Manager helping industrial and frontline teams adopt MaintainX asset intelligence solutions. Driving predictive-maintenance ROI, adoption, renewals, and customer feedback.
Responsibilities
- Build strong relationships with customers and understand their maintenance and reliability objectives
- Become a trusted resource on predictive maintenance, equipment condition monitoring, and asset performance
- Help customers define their success metrics and quantify the ROI of predictive maintenance
- Analyze usage and key performance indicators, conduct quarterly business reviews, and recommend strategies to improve asset health, reduce downtime, and optimize maintenance costs
- Lead product demonstrations, training sessions, and webinars
- Advise customers on best practices for condition-based maintenance, usage-based preventive maintenance, anomaly detection, and downtime tracking
- Work with the Sales team to identify upselling and cross-selling opportunities
- Collaborate with the Support team to resolve issues quickly
- Relay customer feedback to Product and Engineering teams and influence roadmap priorities
- Use behavioral and telemetry data to segment the customer portfolio and identify at-risk customers
- Develop proactive communication strategies, resolve adoption challenges, drive renewals, and expand subscription adoption
- Represent the voice of the customer regarding integration challenges, data quality, and desired features
Requirements
- At least four years of experience in customer success or a similar customer-facing role at a B2B SaaS company
- Experience managing enterprise accounts involving complex implementation projects and multiple stakeholders
- Strong knowledge of industrial maintenance practices and predictive maintenance concepts
- Experience with IoT sensors, machine data, SCADA systems, programmable logic controllers (PLCs), Ignition, MQTT, or other OT data sources, or a strong interest in these technologies
- Demonstrated ability to translate technical concepts into business value
- Excellent communication and interpersonal skills
- Experience delivering training to technical and non-technical audiences and presenting to senior executives and frontline teams
- Analytical mindset and ability to track adoption, usage patterns, and ROI
- Comfortable working in a fast-paced, dynamic environment
- Ability to collaborate across multiple teams
Benefits
- Base pay package may include an annual bonus
- Equity may be included depending on the role
- Health coverage, retirement, and leave plans for roles in Canada
- A culture of belonging and inclusion
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