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.
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.
