4+ years in Customer Success or a similar role in B2B SaaS, especially with enterprise accounts.
Familiarity with industrial maintenance and predictive maintenance concepts, including IoT sensors and SCADA/PLC systems.
Ability to translate technical data into business value, particularly in predictive analytics.
Strong communication skills for engaging both technical and non-technical audiences, including executives.
Analytical mindset for tracking adoption and ROI through data insights.
Comfortable in a fast-paced environment and collaborating across teams.
Responsibilities
Build relationships with customers to understand their maintenance and reliability goals.
Help customers define success metrics and quantify ROI from predictive maintenance initiatives.
Conduct product demonstrations and training to ensure effective use of Asset Intelligence features.
Collaborate with Sales to identify upsell opportunities and with Support to resolve customer issues.
Monitor customer health using data to identify risks and develop proactive outreach strategies.
Provide customer feedback to Product and Engineering teams to improve offerings.
Benefits
Comprehensive health coverage options that vary by country.
Retirement plans and leave policies tailored to local regulations.
Potential for commission, annual bonuses, and equity based on role.
Full Job Description
As the Customer Success Manager (CSM) - Asset Intelligence, you will be responsible for helping customers adopt MaintainX's asset intelligence solutions. You will partner with operators, reliability engineers, and IT leaders to integrate live equipment data into MaintainX, connect sensors and operational technology (OT) systems, and ensure customers realize measurable return on investment from these solutions. This role sits at the intersection of customer success, industrial IoT, and data analytics. You will collaborate closely with our Account Managers, Product Managers, and Engineering teams to shape how customers use and benefit from our Asset Intelligence capabilities.
What you'll do:
Serve as a trusted advisor: Build deep relationships with customers and understand their maintenance and reliability objectives. Become a go-to resource on predictive maintenance, condition-based monitoring, and asset performance.
Drive value realization: Help customers define success metrics and quantify ROI from predictive maintenance. Review usage and key performance indicators, perform Quarterly Business Reviews, and recommend strategies to improve asset health, reduce downtime and optimize maintenance costs.
Educate and enable: Conduct product demonstrations, training sessions, and webinars to ensure customers understand how to use Asset Intelligence features effectively. Provide best-practice guidance on topics like condition-based maintenance, usage-based preventive maintenance, anomaly detection, and downtime tracking.
Collaborate cross-functionally: Work with Sales to identify opportunities for upsell and cross-sell, with Support to resolve issues quickly, and with Product and Engineering to relay customer feedback and influence roadmap priorities.
Monitor health and mitigate churn: Use behavioral and telemetry data to segment your portfolio, identify customers at risk and develop proactive outreach strategies. Address adoption challenges, present strategies to boost value, and ensure customers renew and expand their subscriptions.
Be the voice of the customer: Provide feedback to our Product and Engineering teams on integration pain points, data quality, and feature requests to continuously improve our Asset Intelligence offering.
Required Qualifications:
4+ years of experience in Customer Success or a similar customer-facing role within a B2B SaaS company. Experience supporting enterprise accounts with complex implementations and multiple stakeholders.
Familiarity with industrial maintenance practices and predictive maintenance concepts. You have worked with or have a strong interest in IoT sensors, machine data, SCADA/PLC systems, Ignition, MQTT or other OT data sources.
Proven ability to translate technical concepts into business value. You can explain how streaming data from equipment leads to usage-based maintenance and condition-based work orders, and how predictive analytics reduces downtime and maintenance costs.
Strong communication and interpersonal skills. You build rapport easily, can lead training sessions for both technical and non-technical audiences, and are comfortable presenting to executives and frontline teams alike.
Analytical mindset. You enjoy digging into data to track adoption, usage patterns and ROI, and you use insights to drive action.
Comfortable working in a fast-paced, dynamic environment and collaborating across multiple teams.
Compensation and benefits. Base pay is one part of the package. Depending on the role, compensation may also include commission, an annual bonus and equity. Benefits differ by country. For roles in the United States, Autodesk's benefits are described at benefits.autodesk.com. For roles in Canada and other countries, the plan differs on health coverage, retirement and leave, and your recruiter will walk you through it.
